- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- 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 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
- Maintain and update self-help documents for customers to speed up 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
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a 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, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain 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 training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
- Functional Competencies/ Skill
- Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
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Versazen Bengaluru, India Full timeHighly Desired: · Experience – 2-5 years · Location – Bengaluru · Work Model-Hybrid · Employment Type-Fulltime · NP-Immediate Joiners · Please find the Job Description for the requirement. · Experience in STLC (Software Testing Life Cycle), SDLC, and Bug life cycle. · Experie ...
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Zebronics Bengaluru, India Full time· This job is provided by The candidate need to be experienced in repairing of various electronics gadgets like SMPS, Speakers, Keyboards, Mouse, Monitors, UPS, etc.Needs to work in office and in fields. · ...
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thStreetcom Bengaluru, India Full timeAbout us · 6THSTREET.COM (https://en-) is One of the largest omnichannel fashion & lifestyle destinations in the GCC Home to 1200+ international brands. The fashion-savvy destination offers collections from over 150 international fashion brands such as Dune London, ALDO, Naturali ...
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underdoggs Bengaluru, India Full time· Key Responsibilities:Operational Management: · Oversee the daily operations of the restaurant, including opening and closing procedures. · Ensure the restaurant runs smoothly and efficiently, maintaining high standards of food quality, service, and cleanliness. · Implement and ...
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Tata Consultancy Services Bengaluru, India Full timeGreetings from TCS · TCS presents an excellent opportunity for SAP WM Consultant S/4HANA · Experience (Yrs):7 Years – 14 years · Location of Requirement – Bangalore/Hyderabad · Desired Competencies – · Strong knowledge of SAP WM technology and its integration capabilities with ...
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Potentiam Ltd Bengaluru, India Full timeJob Requirements: · Proven experience in Autosys Batch Tool involving Job creation, modification, deletion, job management, level troubleshooting for failures, Autosys Agent restart, applications/scheduler restarts, maintenance and troubleshooting of agent and scheduler issues, ...
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Roku Bengaluru, India Full time· Teamwork makes the stream work.Roku Is Changing How The World Watches TV · Roku is the #1 TV streaming platform in the US, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform tha ...
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Tata Consultancy Services Bengaluru, India Full timeGreetings from TCS · TCS presents an excellent opportunity for ServiceNow Developer · Experience (Yrs):4 Years – 8 years · Location of Requirement – Bangalore/Hyderabad · Desired Competencies – · 1. Knowledge on Service Design, Service Transition, Service Operations & CSI · 2. ...
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Bamboo Rose Bengaluru, India Full time· Bamboo Rose is seeking a passionate and experienced Front End Software Engineer to join our team. You'll play a key role in building a cutting-edge platform using React, fostering a collaborative and innovative environment while working within a global organization with an ent ...
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Axiom Technologies bangalore, IndiaAxiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at . · IT Skills and Experience · Network – WAN/LAN/WLAN/MAN/MPLS/VPN and data communications technologies. · Expert ...
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Taurus Hard Soft Solutions Pvt Ltd Bengaluru, India Full time· Company Description Taurus Hard Soft Solutions Pvt LtdJob Description We are Looking for an exciting Candidate who has a strong background as a Java Developer and Creates user information solutions by developing, implementing, and maintaining Java based components and interfac ...
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Titan Company Limited Bengaluru, India Full timeThe role is responsible for planning and deployment of merchandise Investments with the objectives of maximizing sales and profitability while improving on inventory efficiency. The key responsibilities of this role are: · Demand Planning and Merchandise Deployment · Development ...
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Infanion Bengaluru, India Full timePosition: Experienced full stack developer (Bangalore) · Location: Bangalore · We are looking for experienced full stack developers to join our expanding software consulting team – to help develop and design technology solutions that are scalable, relevant, and critical to our co ...
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SAPRO Bengaluru, India Full timeJob Description: Title: Systems Engineer (1 year Contractual Role) · Roles & Responsibilities: · • Administer Microsoft Office 365 environment, including user provisioning and licensing. · • Manage end-point devices and ing. · • Provide network support and troubleshoot connec ...
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PyjamaHR Bengaluru, India Full timeAbout the role: · Seeking an experienced Account Manager to join our dynamic team. The ideal candidate will have 5-10 years of experience in account management, with a strong background in startups and the IT industry. The Account Manager will be responsible for building and mai ...
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ShopSe Digital Finance Bengaluru, India Full timeCompany Description · ShopSe Digital Finance is India's largest digital EMI marketplace, providing innovative No-Cost EMI solutions to empower individuals and enable them to realize their dreams without compromising on financial well-being. With over 200+ brands, 40,000+ retailer ...
Looking for Associate-MAPS at Bengaluru, Karnataka, India - Wipro
Description
Role 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.
Do
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:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
Deliver
No.
Performance Parameter
Measure
1.
Process
No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2.
Self- Management
Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Looking for Associate-MAPS at Bengaluru, Karnataka, India professionals in Bengaluru
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saleem basha
16+ years Exp, Sales and Management Leader
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amitabh Mukherjee
Lean Six Sigma, Project Management
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maanas moorthy
Open VMS Developer
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Anush tiwari
HR manager
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chandran rekha jetty
Director/Dean/Principal/Prof.-Leadership roles
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Ashish Singh
Senior Software Engineer