Wipro Kolkata Hiring Process Associate | Freshers Eligible

Job Description

Wipro is hiring Process Associates in Kolkata for a customer support process. Strong English communication and typing skills are essential.

Responsibilities

Support the process by managing transactions to required quality standards

  • Handle all incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user details, including name, department, contact information, and the nature of the problem
  • Update your availability in the RAVE system to keep the process productive
  • Record, track, and document all queries, problem-solving steps, and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources, and FAQs to resolve problems effectively
  • Learn product details to support better client interaction and troubleshooting
  • Document and analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents to speed up customer resolution
  • Identify red flags and escalate serious issues to the Team Leader when resolution is delayed
  • Make sure product information and disclosures are shared with clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges

Deliver excellent customer service through effective diagnosis and troubleshooting

  • Provide product support by diagnosing issues and guiding users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all queries in a courteous, professional, and user-friendly manner
  • Keep logs and records of customer queries according to standard procedures
  • Process and record all incoming calls and emails using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate ideas and messages clearly to suit the listener and situation
  • Make scheduled call backs to record feedback and ensure compliance with contract SLAs

Build capability to maintain operational excellence and superior service levels

  • Complete product trainings to stay current with features, changes, and updates
  • Enroll in product-specific and other trainings as required or recommended by the client
  • Work with team leaders to identify training themes and learning gaps that improve client service
  • Build job knowledge through self-learning and professional networks

Performance Measures

  • Process: Cases resolved per day, compliance with process and quality standards, process-level SLAs, Pulse score, and customer feedback
  • Self-management: Productivity, efficiency, absenteeism, training hours, and technical training completed
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