Customer Service Representative

Job Overview

This role is focused on delivering effective technical support and resolving client issues efficiently, either directly or through escalation, while adhering to process service level agreements (SLAs).

Key Responsibilities

• Manage process transactions maintaining required quality standards.
• Respond courteously to all incoming client support queries via telephone or email.
• Document all relevant client identification details, including name, department, contacts, and issue nature.
• Keep availability status updated in the RAVE system to support process productivity.
• Record, track, and document queries and resolutions, noting both successful and unsuccessful attempts.
• Follow standard procedures to resolve client queries within SLA timelines.
• Utilize internal knowledge bases, FAQs, and resources to assist with problem resolution.
• Acquire necessary product knowledge to enhance client interaction and troubleshooting.
• Analyze call logs to identify recurring issues and prevent future problems.
• Maintain and update self-help customer documents to shorten resolution times.
• Recognize warning signals and escalate unresolved serious issues to team leaders promptly.
• Provide clients with all necessary product information and disclosures before and after interactions.
• Ensure compliance with service agreements to avoid legal issues.
• Deliver high-quality customer service through accurate diagnosis and resolving client queries.
• Guide clients through product menus and help them understand product features better.
• Troubleshoot queries using a polite and professional approach.
• Maintain detailed logs of all customer interactions in line with standard guidelines.
• Accurately record all calls and emails using designated tracking tools.
• Offer suitable alternative solutions aimed at retaining customer business.
• Communicate effectively and adapt oral messages to suit the audience and context.
• Follow up with scheduled callbacks to gather feedback and ensure SLA compliance.
• Engage in product and technical trainings to stay updated on features and changes.
• Collaborate with team leaders to develop training themes and address learning challenges.
• Continuously update job-related knowledge through self-learning and networking.

Performance Metrics

• Number of cases resolved daily and compliance with quality standards and SLAs.
• Customer feedback scores and Pulse score.
• Personal productivity, efficiency, attendance, and technical training completion.

Mandatory Skill

Proven experience in customer service is essential.

About the Company

Wipro is engaged in comprehensive digital transformation initiatives with an innovative mindset focused on continual growth and reinvention. The company emphasizes empowering employees to shape their skills and careers as the industry evolves.