Job Description

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.

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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

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The designation of the candidate in Wipro

Agents (Fresher)


The Job level on which he will be hired in

AA


The role requires Voice or non voice. Ratio of Voice and non voice

Non-voice


Academic Qualification and external certification required

High School / GED


Range of experience in months

Fresher


Must have skills from the candidate

Good written and communication skills, good analytical skills, typing speed of min 30 wpm with 90% accuracy

Should be comfortable working in 24/7 shifts as per the business requirement Under Graduate/ Graduate Degree - Business or any discipline


B.SC IT,MBA,BE not eligible to apply

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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

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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

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Deliver

No

Performance Parameter

Measure

1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback


2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed


Mandatory Skills: Claims_Processing.


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.