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    Associate - Mumbai, India - Wipro

    Wipro
    Wipro Mumbai, India

    2 days ago

    Wipro background
    Full time
    Description

    Role Purpose

    • Provide technical support to process and resolve client issues efficiently
    • Manage transactions according to quality standards
    • Field help requests via phone and email
    • Document user information and details of the problem
    • Update availability in the system for productivity
    • Record and track all queries and resolutions
    • Follow standard processes to resolve client issues
    • Access internal knowledge bases for effective problem resolution
    • Learn product details for better client interaction
    • Analyze call logs to identify trends for prevention
    • Update self-help documents for faster issue resolution
    • Escalate serious client issues to Team Leader when necessary
    • Provide excellent customer service through effective troubleshooting
    • Assist clients in understanding product features
    • Maintain records of customer queries
    • Offer alternative solutions to retain customer business
    • Communicate effectively with stakeholders
    • Undertake product trainings to stay updated
    • Partner with team leaders for training improvements
    • Maintain personal networks and participate in self-learning opportunities

    Stakeholder Interaction

    • Internal stakeholders: Team Leaders, HR, Technical Lead
    • External stakeholders: Clients

    Competencies

    • Functional Competencies: Process Knowledge (Foundation to Expert)
    • Behavioral Competencies: Collaborative Working, Problem Solving, Attention to Detail, Effective Communication

    Performance Parameters

    • Process: Cases resolved per day, compliance, quality standards, SLAs, Customer feedback
    • Self-Management: Productivity, efficiency, training hours
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