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Mumbai, India
Wipro
Full time
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 standardsFielding all incoming help requests from clients via telephoneand/or emails in a courteous mannerDocument all pertinent end user identification information,including name, department, contact information and nature of problem orissueUpdate own availability in the RAVE system to ensureproductivity of the processRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all clientqueriesResolve 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 clientsIdentify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent future problemsMaintain and update self-help documents for customers to speedup resolution timeIdentify red flags and escalate serious client issues to Teamleader in cases of untimely resolutionEnsure all product information and disclosures are given toclients before and after the call/email requestsAvoids legal challenges by complying with service agreements
Deliver excellent customer service through effectivediagnosis and troubleshooting of client queriesProvide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutionsAssist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional mannerMaintain logs and records of all customer queries as per thestandard procedures and guidelinesAccurately process and record all incoming call and email usingthe designated tracking softwareOffer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ businessOrganize ideas and effectively communicate oral messagesappropriate to listeners and situationsFollow 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/clientUndertake product trainings to stay current with productfeatures, changes and updatesEnroll in product specific and any other trainings per clientrequirements/recommendationsPartner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the clientUpdate job knowledge by participating in self learningopportunities and maintaining personal networks
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Team Leaders
Performance review
HR
Hiring and employee engagement and retention
Training Team
Capability development
Technical Lead
Training, issue escalation/ resolution
External
Client
Query Resolution
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ SkillProcess Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.
Behavioral Competencies Collaborative workingProblem solving and decision makingAttention to DetailExecution ExcellenceClient (Internal) CentricityEffective Communication
Deliver
No.
Performance Parameter
Measure
1.
Process
No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed
Investment Banking(Back Office)
