Customer Support at Wipro Ltd.

Role Purpose

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Do

Support process by managing transactions as per requiredquality standards

• 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 orissue
• Update own availability in the RAVE system to ensure productivity of the process
• 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 and frequently asked questions to aid in and provide effective problemresolution 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
• 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 toclients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries

• Provide product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteousand professional manner
• Maintain logs and records of all customer queries as per thestandard procedures and guidelines
• Accurately process and record all incoming call and email usingthe designated tracking software
• Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
• Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
• Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client

• Undertake 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 team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks