Retail Associate

Wipro; Cebu City; On-site; PHP 279,000 - 469,000; Full time

Job summary

Wipro Cebu is seeking a dedicated technical support specialist to handle client issues via phone and email, ensuring timely escalation and resolution in line with contract SLAs.

The role focuses on diagnosing problems, guiding users through steps, updating records, and maintaining knowledge bases to improve first-call resolution and customer satisfaction.

Qualifications

• Mandatory Skills: Customer Service.
• Provide product support and resolution to clients.
• Handle inquiries via phone or email.
• Document and update client information and issue details.
• Follow standard processes and procedures to resolve client queries.
• Resolve client queries as per SLAs defined in the contract.
• Access and maintain internal knowledge bases for effective resolution.
• Identify product details to aid troubleshooting and client interaction.
• Document and analyze call logs to spot trends.
• Maintain self-help documents to speed up resolutions.

Responsibilities

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user information and nature of problem or issue
• Update availability in RAVE system to ensure productivity
• Record, track, and document all queries and resolutions
• Follow standard processes to resolve client queries
• Resolve client queries as per the SLAs defined in the contract
• Access and maintain internal knowledge bases for resolution
• Identify and learn product details to facilitate troubleshooting
• Document and analyze call logs to spot trends
• Maintain self-help documents for customers to speed up resolution time
• Identify red flags and elevate serious issues to Team Leader
• Ensure product information is given to clients before/after calls or emails
• Avoid legal challenges by complying with service agreements
• Undertake product trainings to stay current with features
• Enroll in client-specific trainings as required
• Partner with team leaders to identify training themes
• Update job knowledge by self-learning and networking

Job description

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

Job description:
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
  • Fielding 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 SLA s 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
  • Avoids 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

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Customer Service(Product&Service)
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