Non-Voice Process Associate (Hiring Freshers) | Wipro Job | Chennai, TN

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Job description:

Wipro is seeking a dedicated individual to join the team and serve as the first point of contact for all incoming help requests from clients. This role involves fielding inquiries via telephone and email in a courteous manner, ensuring prompt and effective resolution of issues.

Key responsibilities include:

  • Documenting all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.
  • Updating availability in the RAVE system to ensure productivity.
  • Recording, tracking, and documenting all queries received, along with problem-solving steps taken and resolutions achieved.
  • Following standard processes and procedures to resolve client queries within defined SLAs.
  • Accessing and maintaining internal knowledge bases and resources to aid in problem resolution.
  • Identifying and learning appropriate product details to facilitate client interaction and troubleshooting.
  • Documenting and analyzing call logs to identify recurring trends and prevent future problems.
  • Maintaining and updating self-help documents for customers to expedite resolution time.
  • Identifying red flags and escalating serious client issues to the Team Leader.
  • Ensuring all product information and disclosures are provided to clients before and after requests.
  • Compliance with service agreements to avoid legal challenges.

This position requires working in a 24×7 shift environment, with 5 days a week and 2 days of rotational week offs. Additionally, we provide one-way transportation facility and require good knowledge of MS Excel.

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Job ID: N/A

Company: Wipro

Location: Chennai, TN

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