WiproRole 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
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College Undergraduate/Bachelors Degree/High School Graduate Old Curriculum/Senior High School Graduate
At least 6 months BPO experience
Fluent in English is a must
Excellent telephone and email communication skills
Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
Solves routine problems effectively, gathering the information necessary from the customer
Applies systematic approach to solving problems
Professional and positive in interactions with others and is able to establish rapport quickly
Treats others with courtesy and respect
Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals
Able to understand and communicate to the customers requirements as per the SOP defined/information available in knowledge management portal.
Neutral Voice and Accent and call management
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Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone, chat 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 telephone and/or chat/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 client queries
Resolve client queries as per the SLA's defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems. What are we saying by document and record?
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
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.
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