Customer Service Representative Job in Greater Noida at Wipro Technologies

Wipro is hiring for the role of Customer Service Representative!

Responsibilities of the Candidates:

• 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 on availability in the RAVE system to ensure productivity of the process, track, and document all queries received, problem-solving steps are taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per the SLAs 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 the most occurring trends to prevent future problems
• Maintain and update self-help documents for customers to speed up resolution time
• Identify red flags and escalate serious client issues to the 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
• 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 a 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 calls and emails using the designated tracking software
• Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contract /SLAs
• Undertake product training to stay current with product features, changes, and updates
• Enroll in product-specific and any other training 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