Wipro Hiring for Associate/Officer/Senior Officer Roles in Pune, India
Position Overview
Wipro is inviting applications for Associate, Officer, and Senior Officer roles under the Record to Report - DOP process. This role focuses on providing effective technical and client support to ensure seamless operations and resolve customer issues efficiently.
Key Details
- Location: Pune, India
- Job Role: Associate/Officer/Senior Officer
- Job ID: 3109448
- Experience Level: Open
- Educational Qualification: Graduates from any stream
- Last Date to Apply: ASAP
Role Purpose
The role aims to:
- Provide technical and operational support to meet process SLAs.
- Deliver exceptional customer service through effective troubleshooting and communication.
- Enhance process efficiency by maintaining accurate logs and identifying recurring issues.
Key Responsibilities
1. Client Query Management
- Handle incoming client requests via phone and email courteously.
- Document all user identification details, including the nature of the problem.
- Record, track, and resolve queries using standard protocols.
- Escalate unresolved issues to the appropriate team.
2. Issue Diagnosis and Troubleshooting
- Diagnose problems effectively and guide users step-by-step to resolve them.
- Provide detailed product support, ensuring compliance with contractual SLAs.
- Develop self-help documents for faster resolution.
3. Process Excellence
- Manage transactions according to quality standards.
- Update productivity in the RAVE system and maintain accurate reports.
- Analyze call logs for recurring issues and suggest preventive measures.
4. Training and Knowledge Enhancement
- Participate in product-specific training sessions.
- Stay updated with new features and processes to improve service delivery.
- Collaborate with team leaders to identify training needs.
5. Customer Engagement
- Deliver a superior customer experience by retaining client trust.
- Follow up with customers to gather feedback and ensure satisfaction.
- Avoid legal challenges by adhering to service agreements.
Performance Parameters
Process:
- Number of cases resolved per day
- Compliance with SLAs and quality standards
- Customer satisfaction scores
Self-Management:
- Productivity and efficiency levels
- Training hours completed
- Technical certifications obtained
Required Skills and Competencies
Functional Competencies
- Process Knowledge: Strong understanding of assigned processes, tools, and systems.
Behavioral Competencies
- Collaborative working
- Problem-solving and decision-making
- Attention to detail
- Execution excellence
- Customer-centricity
- Effective communication
Proficiency Levels
- Foundation: Basic understanding with minimal guidance.
- Competent: Consistently demonstrates full capabilities.
- Expert: Guides others in applying the competency.
- Master: Coaches and builds organizational capability.
Stakeholder Interaction
Internal Stakeholders
- Team Leaders: For performance reviews.
- HR: For hiring and employee engagement.
- Training Team: For capability development.
- Technical Leads: For issue escalation and resolution.
External Stakeholders
- Clients: For query resolution and feedback.
How to Apply
Eligible candidates can apply online using the link provided on Wipro’s official careers page. If shortlisted, you will receive all further communication via email.
Tips for Applicants
- Highlight relevant skills such as customer service, problem-solving, and technical expertise in your CV.
- Ensure your CV is updated and aligned with the job description.
- Monitor your registered email for updates about interviews or assessments.
This opportunity with Wipro offers a dynamic environment and growth potential. Apply today to kickstart your career journey!
Apply Link : Click Here
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