Wipro Recruitment Notification for Analyst- Freshers(Gurugram Branch)
About Company(https://www.wipro.com/):
Wipro Limited is an India-based multinational company headquartered in Bangalore, Karnataka, India. Its diverse business areas include FMCG, Lighting, Information Technology and Consulting. It is also the ninth largest employer in India with over 221,000 employees.
The company was founded on December 29, 1945 in Amalner, India by Mohamed Premji as Western India Product, later abbreviated to Wipro. It was initially established as a manufacturer of vegetable and refined oils in Amalner, Maharashtra, British India. under the trade names Sunflower, Camel and Kisan.
In 1966, after Mohamed Premji's death, his son Azim Premji, aged 21, took over as chairman of Wipro.
Job Details:
- Company: Wipro
- Role: Analyst
- Location: Gurugram
- Qualification: Any Graduate/PG/MBA
- Work Experience: 0-3 Years
Roles And Responsibilities:
- Supporting the process by managing transactions according to the required quality standards
- Politely responding to all incoming customer assistance requests via phone and/or email
- Document all relevant end-user identifying information, including name, department, contact information, and the nature of the issue or issue
- Update your own availability in the RAVE system to ensure the productivity of the process
- Record, track, and document all requests received, steps taken to resolve issues, and all successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all customer queries
- Resolve customer requests according to the SLAs defined in the contract
- Access and maintain internal knowledge bases, resources, and FAQs to assist and assist customers in effectively resolving issues
- Identify and learn appropriate product details to enable better customer interaction and troubleshooting
- Document and analyze call logs to identify most emerging trends and prevent future problems
- Maintain and update customer self-help documents to reduce resolution time
- Identify red flags and escalate serious customer issues to the team lead if resolution is not forthcoming in a timely manner
- Ensure all product information and disclosures are given to customers before and after the call/email requests
- Avoids legal challenges by complying with service level agreements
- Deliver excellent customer service by effectively diagnosing and troubleshooting customer issues
- Provide customers with product support and solution by diagnosing questions and guiding users through solutions step by step
- Assist customers in navigating product menus and provide a better understanding of product functionality
- Resolve all customer queries in a user-friendly, courteous, and professional manner
- Maintain logs and records of all customer inquiries in accordance with standard procedures and policies
- Accurately process and record all incoming calls and emails with dedicated tracking software
- Offer customers alternative solutions (where appropriate) with the aim of keeping customers and clients in business
- Organize ideas and effectively communicate verbal messages that fit audiences and situations
- Follow-up and scheduled customer callbacks to record feedback and ensure compliance with contracts/SLAs
- Build capabilities to ensure operational excellence and maintain superior customer service levels of the existing account/customer
- Conduct product training to stay current with product features, changes, and updates
- Sign up for product specific and other training as per customer requirements/recommendations
- Work with team leaders to brainstorm and identify training topics and learning challenges to better serve customers
- Update your professional knowledge by participating in self-learning opportunities and maintaining personal networks
- Politely responding to all incoming customer assistance requests via phone and/or email
- Document all relevant end-user identifying information, including name, department, contact information, and the nature of the issue or issue
- Update your own availability in the RAVE system to ensure the productivity of the process
- Record, track, and document all requests received, steps taken to resolve issues, and all successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all customer queries
- Resolve customer requests according to the SLAs defined in the contract
- Access and maintain internal knowledge bases, resources, and FAQs to assist and assist customers in effectively resolving issues
- Identify and learn appropriate product details to enable better customer interaction and troubleshooting
- Document and analyze call logs to identify most emerging trends and prevent future problems
- Maintain and update customer self-help documents to reduce resolution time
- Identify red flags and escalate serious customer issues to the team lead if resolution is not forthcoming in a timely manner
- Ensure all product information and disclosures are given to customers before and after the call/email requests
- Avoids legal challenges by complying with service level agreements
- Provide customers with product support and solution by diagnosing questions and guiding users through solutions step by step
- Assist customers in navigating product menus and provide a better understanding of product functionality
- Resolve all customer queries in a user-friendly, courteous, and professional manner
- Maintain logs and records of all customer inquiries in accordance with standard procedures and policies
- Accurately process and record all incoming calls and emails with dedicated tracking software
- Offer customers alternative solutions (where appropriate) with the aim of keeping customers and clients in business
- Organize ideas and effectively communicate verbal messages that fit audiences and situations
- Follow-up and scheduled customer callbacks to record feedback and ensure compliance with contracts/SLAs
- Conduct product training to stay current with product features, changes, and updates
- Sign up for product specific and other training as per customer requirements/recommendations
- Work with team leaders to brainstorm and identify training topics and learning challenges to better serve customers
- Update your professional knowledge by participating in self-learning opportunities and maintaining personal networks
Skills Required:
- Functional Competencies/ Skill
- Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent
- Competency Levels
- Foundation
- Knowledge of competency requirements. Often demonstrated (in parts) with minimal support and guidance.
- Competent
- Consistently demonstrates full range of competency without guidance. Extends the competence also to difficult and unknown situations.
- Expert
- Applies the competency in all situations and also serves as a guide for others.
- Master
- Coaches others and builds organizational skills in the competency area. Serves as a key resource for this competency and is recognized throughout the organization.
- Behavioral Competencies
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
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