Job role : Quality Assurance
Location : Hyderabad
Qualification : Any Graduate
Job Description :
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.
Do
Support process by managing transactions as per requiredquality standards
Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
Update own availability in the RAVE system to ensureproductivity 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 clientqueries
Resolve client queries as per the SLA’s defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Maintain logs and records of all customer queries as per thestandard procedures and guidelines
Accurately process and record all incoming call and email usingthe designated tracking software
Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs
Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with productfeatures, changes and updates
Enroll in product specific and any other trainings per clientrequirements/recommendations
Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks
Behavioral Competencies:
Collaborative working
Problem solving and decision making
Attention to Detail
Execution Excellence
Client (Internal) Centricity
Effective Communication
Apply through the link : https://careers.wipro.com/jobs/2989100?lang=en-us
Comments