Role : Associate Publisher
Company Name : Wipro
Company Website: www.wipro.com
Experience : 2 - 4 Years
Mode of Interview: Virtual
Salary : As Per Industry standared
Education : Any Graduation
Location: Hyderabad, India
Hiring Process: Technical Interview, HR Interview
Job Description:
- 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
- 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
About Company :
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs.
We leverage our holistic portfolio of capabilities in consulting, design, engineering, operations, and emerging technologies to help clients realize their boldest ambitions and build future-ready, sustainable businesses.
A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 250,000 dedicated employees serving clients across 66 countries.
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