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Website Wipro Limited
Job Description
The purpose of this role to deliver great customerservice/experience by effectively acknowledging, tracking, andprioritizing all client cases as per the regulatory guidelines, andensuring resolution as per the defined SLAs, by allocating the same tothe relevant support team.
Job Responsibilities:
- Accurately update the internal tool with daily cases and forward the same to respective agents and QAs
- Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution
- Monitor compliance with service agreements to avoid legal challenges
- Ensure all client information, disclosures and regulatory changes are given to agents and QA’s on a regular basis
- Follow standard processes and procedures to track and prioritize all client cases
- Accurately document all pertinent case information such as case number, case type, etc. of daily cases received
- Acknowledge client cases as per the SLA’s defined in the contract
- Access client tool and log all incoming client cases accurately on the internal tool as per contract
- Share recorded case logs and status reports with clients and supervisors on a daily basis
- Maintain and timely update internal tool for agents to speed up response time
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization
Job Details
Company: Wipro Limited
Vacancy Type: Full Time
Job Functions: Information Technology
Job Location: Hyderabad, Telangana, India
Application Deadline: N/A
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