About the job Wipro Jobs
Role Purpose
The purpose of the part is to give effective specialized support to the process and laboriously resolve customer issues directly or through timely escalation to meet process SLAs.
Do
- Support process by managing deals as per required quality norms Fielding all incoming help requests from guests via telephone and/ or emails in a gracious manner.
- Document all material end stoner identification information, including name, department, contact information and nature of problem orissue
- Update own vacuity in the RAVE system to ensureproductivity of the process
- Record, track, and document all queries entered, problem- working way taken and total successful and unprofitable judgments Follow standard processes and procedures to resolve all clientqueries Resolve customer queries as per the SLA’s defined in thecontract
- Access and maintain internal knowledge bases, coffers andfrequently asked questions to prop in and give effective problemresolution to guests
- Identify and learn applicable product details to facilitatebetter customer commerce and troubleshooting
- Document and dissect call logs to spot utmost being trends toprevent unborn problems Maintain and modernize tone- help documents for guests to speedup resolution time
- Identify red flags and escalate serious customer issues to Teamleader in cases of early resolution insure all product information and exposures are given toclients ahead and after the call/ dispatch requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent client service through effective diagnosis and troubleshooting of customer queries give product support and resolution to guests by performing question opinion while guiding druggies through step- by- step results help guests with navigating around product menus and facilitate better understanding of product features.
- Troubleshoot all customer queries in a stoner-friendly, courteous and professional manner Maintain logs and records of all client queries as per the standard procedures and guidelines.
- Directly process and record all incoming call and dispatch using the designated shadowing software Offer indispensable results to guests( where applicable) with the ideal of retaining guests ’ and guests ’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make listed call tails to guests to record feedback and ensure compliance to contract/ SLAs figure capability to ensure functional excellence and maintain superior client service situations of the being account/ customer take over product trainings to stay current with product features, changes and updates.
- Enroll in product specific and any other trainings per client requirements recommendations Partner with platoon leaders to communicate and identify training themes and learning issues to more serve the customer.
- Update job knowledge by sharing in tone learning opportunities and maintaining particular networks.
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