Customer Service Representative

Wipro Technologies; Guadalajara; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Customer Service Representative to join their dynamic team. This role focuses on delivering exceptional technical support and resolving client issues efficiently. You'll be responsible for managing client interactions through various channels while ensuring compliance with service level agreements. The ideal candidate will possess excellent communication skills and a strong commitment to customer satisfaction. This position offers an opportunity to grow within a supportive and inclusive environment, where your contributions will make a meaningful impact on client experiences and operational excellence.

Formación

• Experience in providing technical support and managing customer queries.
• Strong ability to document and analyze client interactions and issues.

Responsabilidades

• Manage incoming help requests and resolve client queries effectively.
• Provide product support and maintain logs of customer interactions.
• Participate in training to stay updated with product features.

Conocimientos

Technical Support

Customer Service

Troubleshooting

Communication Skills

Documentation

Educación

High School Diploma

Bachelor's Degree (Preferred)

Herramientas

Tracking Software

RAVE System

Descripción del empleo

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Title: Customer Service Representative

Requisition ID: 24147

Country/Region: MX

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.

Responsibilities

1. Support process by managing transactions as per required quality standards
   1. Field 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 SLAs defined in the contract.
   7. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution 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 speed up 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. Avoid 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 calls and emails 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 callbacks 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 training 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.

Performance Parameters

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.

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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at [e-mail].

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.