Associate - Customer Support at Wipro (Mumbai) | Apply Now

Wipro; Mumbai; On-site; INR 350,000 - 550,000; Full time

Job summary

Wipro Limited is a leading global information technology and services company headquartered in Bengaluru, India. The role focuses on providing effective technical support for processes, resolving client issues directly or through escalation to meet SLAs.

You will manage help requests via phone and email, document details, and maintain knowledge bases for faster resolutions. The position emphasizes diagnostics, courteous service, and process adherence, with opportunities to learn product details,

Qualifications

• Mandatory skills include Claims_Processing.

Responsibilities

• Handle incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user information: name, department, contact info and issue details.
• Update availability in the RAVE system to ensure productivity.
• Record, track and document all queries and resolutions.
• Follow standard processes to resolve client queries and meet SLAs.
• Provide product support and diagnose client issues via guided steps.
• Maintain logs of all customer queries as per guidelines.
• Escalate serious issues to Team Leader as needed.

Skills

Claims Processing

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

• Support process by managing transactions as per required quality standards:
  • Field 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 SLAs 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 elevate 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.
  • Avoid 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.

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.

Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world's most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro's mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.

Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.