Senior Analyst

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Job Overview

Location
Mumbai, Maharashtra
Job Type
Full Time
Date Posted
9 months ago

Additional Details

Job ID
21425
Job Views
69

Job Description

  • 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

Tags

Senior Analyst

Qualification

Any Graduate

Experience Requirements

Freshers, Experienced

Location

Company Details

Wipro

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