Mapping Associate Vacancy at Wipro

Overview:

Wipro is hiring an experienced Mapping Associate at their Bangalore location. 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.

The complete details of this job are as follows:

What will you be doing:

Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner

Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue

Update own availability in the RAVE system to ensureproductivity 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 clientqueries

Resolve client queries as per the SLA’s defined in thecontract

Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients

Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends toprevent future problems

Maintain and update self-help documents for customers to speedup resolution time

Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution

Ensure all product information and disclosures are given toclients before and after the call/email requests

Avoids legal challenges by complying with service agreements

Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus andfacilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteousand professional manner

Maintain logs and records of all customer queries as per thestandard procedures and guidelines

Accurately process and record all incoming call and email usingthe designated tracking software

Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business

Organize ideas and effectively communicate oral messagesappropriate to listeners and situations

Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

Qualifications for this Job:

Collaborative working

Problem-solving and decision making

Attention to Detail

Execution Excellence

Client (Internal) Centricity

Effective Communication

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