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3.7

based on 57.5k Reviews

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4 Wipro Senior Associate Jobs

Senior Associate

Wipro Limited

 · 

3.7

 based on 57.5k Reviews

1-3 years

₹ 2.1L/yr - 3.3L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Chennai

Senior Associate

Wipro

posted 1 week ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Project Management Operations Management WFM Workforce Management Operational Excellence

+ 6 more

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  

  •  

    Support process by managing transactions as per required quality standards  
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity 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 client queries
  • Resolve client queries as per the SLAs 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 Team leader 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 call 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 call backs 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 trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings 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


    •   

     

    Deliver
         No  Performance Parameter  Measure    1  Process  No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback    2  Self- Management  Productivity, efficiency, absenteeism, Training Hours, No of technical training completed    Mandatory

    Skills:
  • Retail Banking (PO).

    Experience1-3 Years.


    • Employment Type: Full Time, Permanent

    Read full job description

    Wipro Senior Associate Interview Questions

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    What Senior Associate at Wipro are saying

    3.9
    Rating based on 3.8k Senior Associate reviews

    Likes

    Pros : Stable Job, zero to no risk of termination Fexible and very easygoing Superb work life balance

    • Skill development - Good
      • +4 more
    Dislikes

    Cons - very little increment Internal politics

    Read 3.8k Senior Associate reviews

    Senior Associate salary at Wipro

    reported by 22.2k employees
    ₹1.8 L/yr - ₹5.6 L/yr
    67% less than the average Senior Associate Salary in India
    View more details

    What Wipro employees are saying about work life

    based on 57.5k employees
    64%
    72%
    63%
    77%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Wipro Benefits

    Submitted by Company
    Family and Parenting
    Perks and Benefits
    Health Care & Insurance
    Financial & Retirement
    Professional Support
    Vacation and Time off
    Submitted by Employees
    Cafeteria
    Health Insurance
    Soft Skill Training
    Free Transport
    Job Training
    Work From Home +6 more
    View more benefits

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