Wipro is hiring for the position of Associate Analyst in Chennai, India. Candidates with Any Graduate Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Wipro |
| Position | Associate Analyst |
| Qualifications | Bachelor’s/ Master’s Degree |
| Experience | Freshers/ Experienced |
| Location | Chennai, India |
Key Responsibilities:
Transaction Management and Process Compliance:
- Manage transactions in accordance with established quality standards and process requirements.
- Handle incoming customer support requests via telephone and email in a courteous and professional manner.
- Record relevant customer information, including name, department, contact details, and the nature of the issue.
- Update availability status in the RAVE system to ensure accurate productivity tracking and process compliance.
- Record, track, and document customer queries, troubleshooting steps, and successful or unsuccessful resolutions.
- Follow established processes and procedures to resolve customer queries efficiently.
- Resolve customer queries within the Service Level Agreements (SLAs) defined in the contract.
- Access and maintain internal knowledge bases, resources, and frequently asked questions to facilitate effective problem resolution.
- Develop and maintain knowledge of relevant products to improve customer interactions and troubleshooting capabilities.
- Document and analyze call logs to identify recurring issues and implement preventive measures.
- Create and update self-help documentation to help customers resolve issues more quickly.
- Identify critical issues and escalate unresolved customer concerns to the team leader when timely resolution is not possible.
- Ensure that customers receive all relevant product information and disclosures before and after handling their queries.
- Comply with service agreements, contractual obligations, and applicable procedures to minimize legal and compliance risks.
Customer Service and Technical Support:
- Deliver excellent customer service by accurately diagnosing customer issues and providing effective troubleshooting solutions.
- Provide product support by assessing customer queries and guiding users through step-by-step resolution procedures.
- Assist customers in navigating product menus and understanding product features and functionalities.
- Troubleshoot customer issues in a user-friendly, courteous, and professional manner.
- Maintain accurate records of customer queries in accordance with established procedures and guidelines.
- Process and record incoming calls and email requests accurately using designated tracking systems.
- Offer suitable alternative solutions, where appropriate, to improve customer satisfaction and retain existing business.
- Organize information effectively and communicate clearly, adapting verbal communication to different audiences and situations.
- Conduct scheduled follow-up calls to gather customer feedback and ensure compliance with contractual obligations and SLAs.
Learning and Operational Excellence:
- Participate in product training sessions to stay updated on product features, changes, and enhancements.
- Complete product-specific and other relevant training programs based on client requirements and recommendations.
- Collaborate with team leaders to identify training needs, discuss learning challenges, and develop strategies to improve customer service.
- Continuously enhance job knowledge through self-learning, professional development opportunities, and networking with relevant professionals.
Eligibility Criteria:
- Bachelor’s/ Master’s Degree
About Company:
Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.
How To Apply?
- First, read through all of the job details on this page.
- Scroll down and press the Click Here button.
- To be redirected to the official website, click on the apply link.
- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
