Associate

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Job Overview

Location
Gurugram, Haryana
Job Type
Full Time
Date Posted
4 months ago

Additional Details

Job ID
23079
Job Views
1.1k

Job Description

  • 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

Tags

Associate

Qualification

Any Graduate

Experience Requirements

Freshers, Experienced

Location

Company Details

Wipro

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