Wipro Customer Service Representative salaries in Mumbai

Customer Interaction

• Field all incoming help requests from clients via telephone and/or emails in a courteous manner
• Understand customer queries/request and act accordingly
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Follow up and make scheduled callbacks to customers to record feedback and ensure compliance to contract/SLAs

Service Delivery

• Ensure timely and accurate service delivery at defined productivity levels
• Maintain internal and client level delivery quality on calls, chats, and email conversations
• Execute issue/query resolution and ensure proper documentation and follow-up
• Ensure adherence to client Service Level Agreements (SLAs) like customer satisfaction, service level, handle time, and customer effort

Documentation and Reporting

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Maintain logs and records of all customer queries as per the standard procedures and guidelines
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients

Continuous Improvement

• Identify, share, and support operational improvements
• Document and analyze call logs to spot most occurring trends to prevent future problems
• 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