At Wipro, the safety, health and well being of our employees is of paramount importance and over the past several weeks we have taken a series of preventive measures to protect our employees from the Coronavirus outbreak. Given the evolving situation, we have advised our employees to work from home wherever feasible and if their role allows them to do so. Wipro offices will remain open. Our global Environment, Health & Safety (EHS) and crisis management teams will continue to assess the situation, review these measures after a week and decide the future course of action.
Post : Drug Safety Associates
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.
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 orissue
• 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 speedup resolution time
• Identify red flags and escalate 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 performinga 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
Behavioral Competencies
• Collaborative working
• Problem solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication
Job Location : Pune
Last Date : 30th May, 2023
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