Deputy Manager Job in chennai

DESIGNATION:  Deputy Manager

Category: DOP

Req Id: 2818373

Company: Wipro Limited

LOCATION: Chennai, India

Job Description

Role Purpose

The purpose of the role is to provide effective technical supportto 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 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 Teamleader 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

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

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 calls 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 callbacks to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Undertake product training to stay current with product features, changes and updates

Enroll in product specifications and any other pieces of 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

More Details

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