Job Title: Associate
City:
State/Province:
Posting Start Date: 1/16/25
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs
Roles & Responsibilities͏
Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail
Ability to handle difficult or sensitive issues with customers in a polite and tactful manner
Collects and contributes to daily/weekly/monthly reports monitoring customer activity
Understanding company products, systems and customers
Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue
Record, track,
and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all clientqueries
Resolve client queries as per the SLA’s defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given toclients before and after the call/email requests
Avoids legal challenges by complying with service agreements
Qualifications͏
High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired
Fluent in English is a must; fluent in other languages, is an asset
Excellent telephone and email communication skills
Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
Ability to maintain the highest level of confidentiality
Excellent interpersonal, written and oral communication skills
Ability to work in a team fostered workplace
Ability to work in a multi-tasked environment
Ability to prioritize and organize work
Ability to adapt to a flexible schedule
Mandatory Skills͏
Excellent telephone and email communication skills
Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
Ability to maintain the highest level of confidentiality
Excellent interpersonal, written and oral communication skills
Ability to work in a team fostered environment
Ability to work in a multi-tasked environment
Ability to prioritize and organize work
Ability to adapt to a flexible schedule
Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
📌 Associate (India)
🏢 Wipro
📍 India