Escalation Support : Telecom

Wipro Technologies; Pune District; On-site; INR 450,000 - 700,000; Full time

Job summary

Wipro Limited is seeking a customer service professional to manage client cases, acknowledge receipts, and log information in the internal system in line with contractual SLAs and regulatory guidelines.

The role emphasizes accurate case logging, prioritization, and timely updates to agents, QA teams, and clients while maintaining knowledge bases and participating in client trainings for new regulations.

Qualifications

• Experience: 3-5 years.

Responsibilities

• Acknowledge client cases as per the SLAs defined in the contract
• Log all incoming client cases accurately on the internal tool
• Document case information such as case number and type daily
• Track and prioritize client cases per regulatory guidelines
• Update internal tools and share case logs with agents and QA on a daily basis
• Maintain and update knowledge bases to aid case logging and prioritization
• Identify red flags and escalate to Team Leader for non-compliance or delays
• Deliver excellent customer service by understanding client tools and case logging procedures
• Allocate cases to agents and QAs and maintain a tracker for reporting
• Provide training on new regulatory guidelines and tools to agents and QA
• Ensure case resolution within defined SLAs and regulatory guidelines
• Share resolution status and productivity reports with supervisors and clients daily
• Engage with clients and internal stakeholders to communicate progress on cases
• Participate in trainings to stay updated on client features and regulations
• Document common problems and propose improvements to the team
• Continuously update job knowledge through self-learning and networking

Skills

Enterprise order fulfillment

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.

Job Description:

Job Description

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.

Do

• Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting
  • Acknowledge client cases as per the SLA s defined in the contract
  • Access client tool and log all incoming client cases accurately on the internal tool as per contract
  • Accurately document all pertinent case information such as case number, case type, etc. of daily cases received
  • Follow standard processes and procedures to track and prioritize all client cases
  • Accurately update the internal tool with daily cases and forward the same to respective agents and QAs
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization
  • Maintain and timely update internal tool for agents to speed up response time
  • Identify red flags and identify serious client issues to Team leader in cases of non-compliance and untimely resolution
  • Ensure all client information, disclosures and regulatory changes are given to agents and QA s on a regular basis
  • Monitor compliance with service agreements to avoid legal challenges
  • Share recorded case logs and status reports with clients and supervisors on a daily basis
• Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines
  • Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool
  • Develop deep understanding and use of client tool to effectively perform day today duties
  • Access client tool and acknowledge to the client the receipt of the cases as per the SLA s defined in the contract
  • Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received
  • Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client
  • Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases
  • Maintain logs and records of all client cases as per the standard procedures and guidelines
  • Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases
• Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting
  • Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
  • Maintain tracker of all cases received along with the allocation information for reporting purposes
  • Ensure all client cases are resolved as per the defined SLA s and regulatory guidelines defined by the client
  • Maintain and share the resolution status report with supervisor and client on a daily basis
  • Share the hourly productivity update report with supervisors and clients on a daily basis
  • Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
  • Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
  • Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
  • Liaise between the client and internal teams on escalations of serious issues and unique queries
  • Follow up with agents and QAs to record feedback and ensure compliance to contract SLA s and regulations
  • Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case
• Build capability to ensure operational excellence and maintain superior customer service levels for the existing client
  • Undertake trainings to stay current with any new features, changes and updates on client tool
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently
  • Identifying and document most common problems and recommend appropriate changes to the team leader
  • Updates job knowledge by participating in self learning opportunities and maintaining personal networks

Mandatory Skills: Enterprise order fullfillment.Experience: 3-5 Years.

Invent 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.

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.