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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
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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 SLAâÃÂÃÂs 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
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- 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 customersâÃÂàand clientsâÃÂàbusiness
- 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
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- 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
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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 |
We are excited to offer you this new opportunity with Wipro Technologies, one of the biggest brands in the industry at this moment with a well-established history in various domains.
As part of this project, your role as Customer Care will be to build and co-manage a strong relationship with our client’s organization and perform based on defined SLA and KPIs.
Responsibilities:
Handling of inbound and outbound calls to address various call types from customers.
Handling of incoming transactions (chat/email/social media) to address queries from various customers.
Handling technical queries including troubleshooting for client diabetes-devices management software and app.
Handling requests for free of charge items.
Assisting customers to make the right product choice.
Determine based on product complaint if warranty claim applies and if so, order, replacement product.
Log information related to product complaints, to be researched by the quality team.
Perform necessary outbound calls to reconnect or follow-up, as part of the CRM campaign.
Response to Inbound email or whitemail via phone, email or whitemail.
Candidate’ profile:
Advanced level of English.
Advanced level of French.
Excellent verbal and written communication skills.
Problem-solving: Ability to address customer concerns and find solutions.
Negotiation: Strong negotiation skills to secure favorable deals.
Sales Acumen: Understanding of sales strategies and techniques.
Highly self-motivated to deliver superior customer experience.
High energy level and personal resilience.
Integrity and desire to comply with all legal and moral standards.
Service and quality oriented.
Nice to have skills:
Experience in Medical Device BPO /Diabetes devices.
CRM Proficiency in using CRM software
Benefits for working with us:
Competitive salary with an attractive set of social benefits:
Private Pension Plan;
Monthly Benefit budget;
Medical insurance;
Life insurance;
Christmas bonus;
Childbirth allowance;
Relocation package for candidates willing to relocate;
Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
Personal development in a multinational working environment through nice extracurricular activities with the team;
Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);
Extra annual leave days depending on tenure within Wipro;
BOOKSTER opportunities;
Nice designed and central business office;
Fruits, coffee and tea on the house;
Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;
Employee Assistance program;
Employee Referral Program with attractive incentive schemes
The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.
Mandatory Skills: Medical Info & Product Support(PQCM) .
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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