Wipro Off Campus Jobs 2024 for Freshers

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Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Do

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
   3. Update on availability in the RAVE system to ensure the productivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLAs defined in the contract
   7. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot the most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speed up resolution time
   11. Identify red flags and escalate serious client issues to the Team leader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements
2. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus and facilitate a better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteous, and professional manner
   4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
   5. Accurately process and record all incoming calls and emails using the designated tracking software
   6. Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
   8. Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contract /SLAs
3. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
   1. Undertake product training to stay current with product features, changes, and updates
   2. Enroll in product-specific and any other training per client requirements/recommendations
   3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
   4. Update job knowledge by participating in self-learning opportunities and maintaining personal networks

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Wipro recruitment process

• Online Assessment
• HR Interview
• Managerial Interview – Technical Evaluation

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Wipro FAQ

Where is Wipro located?
Wipro’s headquarters is in Bangalore, India and it has operations across North America, Europe, Africa, Latin America and Asia.

What is the address of the registered office of Wipro?
Wipro’s registered office is located at Doddakannelli, Sarjapur Road, Bangalore 560 035, and the telephone number of our registered office is +91-80-2844-0011.

When does Wipro’s financial year end?
Wipro Limited’s financial year ends on March 31.

Who is Wipro’s auditor?
Statutory auditors – Deloitte Haskins & Sells LLP

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