Jobs for Freshers with Wipro | Hiring
Freshers as Production Agent for Hyderabad Location
- Hyderabad, India
- DOP
- 2952313
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.
Do
1.
Support process by managing transactions
as per required quality standards
1.
Fielding all
incoming help requests from clients via telephone and/or emails in a courteous
manner
2.
Document all
pertinent end user identification information, including name, department,
contact information and nature of problem or issue
3. Update own availability in the RAVE system to ensure
productivity of the process
4. Record, track, and document all queries received,
problem-solving steps taken and total successful and unsuccessful resolutions
5. Follow standard processes and procedures to resolve
all client queries
6. Resolve client queries as per the SLA’s defined in
the contract
7. Access and maintain internal knowledge bases,
resources and frequently asked questions to aid in and provide effective
problemresolution to clients
8. Identify and learn appropriate product details to facilitate
better client interaction and troubleshooting
9. Document and analyze call logs to spot most
occurring trends to prevent future problems
10. Maintain and update self-help documents for
customers to speedup resolution time
11. Identify red flags and escalate serious client
issues to Team leader in cases of untimely resolution
12.
Ensure all product information and disclosures are
given to clients before and after the call/email requests
13. Avoids legal challenges by complying with service
agreements
2. Deliver
excellent customer service through effective diagnosis and troubleshooting of
client queries
1. Provide
product support and resolution to clients by performing a question diagnosis
while guiding users through step-by-step solutions
2. Assist
clients with navigating around product menus and facilitate better
understanding of product features
3. Troubleshoot
all client queries in a user-friendly, courteous and professional manner
4. Maintain
logs and records of all customer queries as per the standard procedures and
guidelines
5. Accurately
process and record all incoming call and email using the designated tracking
software
6. Offer
alternative solutions to clients (where appropriate) with the objective of
retaining customers’ and clients’ business
7. Organize
ideas and effectively communicate oral messages appropriate to listeners and
situations
8. Follow
up and make scheduled call backs to customers to record feedback and ensure
compliance to contract /SLAs
3. Build
capability to ensure operational excellence and maintain superior customer
service levels of the existing account/client
1.
Undertake
product trainings to stay current with product features, changes and updates
2. Enroll
in product specific and any other trainings per client requirements/recommendations
3. Partner
with team leaders to brainstorm and identify training themes and learning
issues to better serve the client
4.
Update
job knowledge by participating in self learning opportunities and maintaining
personal networks
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