Associate - #116058

Wipro Limited


Date: 2 weeks ago
City: Cebu City, Central Visayas
Contract type: Full time
  • CEBU CITY, Philippines
  • DOP
  • 3045122

Job Description

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 ensureproductivity 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 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

  • Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
    • Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
    • Assist clients with navigating around product menus andfacilitate 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 productfeatures, changes and updates
    • Enroll in product specific and any other trainings per clientrequirements/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 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/ Skill
    • Process 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 working
    • Problem solving and decision making
    • Attention to Detail
    • Execution Excellence
    • Client (Internal) Centricity
    • Effective 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
  • Handle mileage plus reservations and queries
  • Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done through his supervisor
  • Ensure accurate documentation of customer profiles/reservations
  • Handle customer complaints and provide first time resolution
  • Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
  • Keep all company information which includes customer information confidential and secured
  • Graduate of a 4 year course (fresh graduates with or without call center experience)
  • SHS Grad with 6 months BPO
  • College Undergraduate (must complete 2 years in college in 1 course and no back subjects) WIth 6 months BPO experience
Customer Service( Reservation)

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [email protected]. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [email protected]

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

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