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    Non-Voice Process Associate - Chennai, India - Wipro

    Wipro
    Wipro Chennai, India

    5 days ago

    Wipro background
    Description
    1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
    2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
    3. Update own availability in the RAVE system to ensure productivity of the process.
    4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
    5. Follow standard processes and procedures to resolve all client queries.
    6. Resolve client queries as per the SLA's defined in the contract.
    7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
    8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
    9. Document and analyze call logs to spot most occurring trends to prevent future problems.
    10. Maintain and update self-help documents for customers to speedup resolution time.
    11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
    12. Ensure all product information and disclosures are given to clients before and after the call/email requests.
    13. Avoids legal challenges by complying with service agreements.

    24X7 Shift, 5 Days/Week, 2 days Rotational Week Offs

    One way Transportation facility

    Good knowledge of MS Excel

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