Customer Service Representative

Skills this role screens for

About the role

Wipro is hiring for the role of Customer Service Representative! Responsibilities of the Candidate: • Support the 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 as 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 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 • Avoid 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 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 • 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