Associate

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. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job 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

Roles & Responsibilities

Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail

Ability to handle difficult or sensitive issues with customers in a polite and tactful manner

Collects and contributes to daily/weekly/monthly reports monitoring customer activity

Understanding company products, systems and customers

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 or issue

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

Qualifications

High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired

Fluent in English is a must; fluent in other languages, is an asset

Excellent telephone and email communication skills

Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment

Ability to maintain the highest level of confidentiality

Excellent interpersonal, written and oral communication skills

Ability to work in a team fostered environment

Ability to work in a multi-tasked environment

Ability to prioritize and organize work

Ability to adapt to a flexible schedule

Mandatory Skills

Excellent telephone and email communication skills

Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment

Ability to maintain the highest level of confidentiality

Excellent interpersonal, written and oral communication skills

Ability to work in a team fostered environment

Ability to work in a multi-tasked environment

Ability to prioritize and organize work

Ability to adapt to a flexible schedule

Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at [email protected]. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.