Customer Service Representative

Role Overview

The position aims to deliver effective technical assistance within the process and proactively resolve client issues, either independently or via timely escalation, to ensure service level agreements (SLAs) are met.

Key Duties

• Manage transactions adhering to required quality standards.
• Respond courteously to client requests received through phone or email.
• Record detailed client identification info, including name, department, contacts, and issue description.
• Update personal availability in the RAVE system to maintain productivity.
• Log and track all client queries along with troubleshooting efforts and outcomes.
• Apply standardized processes to solve client inquiries.
• Resolve issues according to contractual SLAs.
• Utilize and maintain internal knowledge bases and FAQs to facilitate efficient problem resolution.
• Acquire understanding of relevant product details to improve client interaction and support.
• Analyze call logs to detect recurrent issues and prevent future occurrences.
• Maintain and update self-help documentation to accelerate resolution times.
• Identify serious issues and escalate to team leaders when necessary.
• Ensure full disclosure of product information before and after client interactions.
• Adhere to service agreements to avoid legal complications.
• Deliver high-quality customer service by diagnosing and troubleshooting client questions effectively.
• Guide clients through product navigation and features for enhanced comprehension.
• Maintain logs conforming to standard procedures and guidelines.
• Accurately document incoming calls and emails using designated software.
• Offer alternative solutions aimed at customer retention when appropriate.
• Communicate clearly and appropriately with clients in diverse situations.
• Follow up with scheduled callbacks to collect feedback and ensure contract/ SLA compliance.
• Engage in continuous product training to stay updated on features and changes.
• Collaborate with team leaders to identify training needs and enhance client service.
• Participate in self-learning and maintain networks to broaden job knowledge.

Performance Metrics

• Number of cases resolved daily.
• Adherence to process compliance and quality standards.
• Achievement of SLAs.
• Pulse scores and customer feedback.
• Personal productivity, efficiency, and attendance.
• Completion of technical training hours.

Mandatory Expertise

Experience in Health and Welfare (HW) domain is required.

About the Company

Wipro is an innovative digital transformation company aiming for continuous evolution and reinvention of business and individual careers. The company fosters a culture that encourages personal growth, skill enhancement, and adaptability in a dynamic industry environment.