Wipro is hiring for the position of Associate Analyst in Chennai; Mumbai, India. Candidates with Bachelor’s/ Master’s degree 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 | Entry Level |
| Location | Chennai; Mumbai, India |
Key Responsibilities:
Support Process by Managing Transactions as per Quality Standards
- Handle client transactions while ensuring adherence to required quality standards.
- Respond to incoming help requests from clients via phone and email in a courteous and professional manner.
- Document all relevant user details, including name, department, contact information, and issue details.
- Update personal availability in the RAVE system to optimize process productivity.
- Record, track, and document all received queries, problem-solving steps taken, and resolution outcomes.
- Follow standard processes and procedures to resolve client queries efficiently.
- Resolve client issues in compliance with the service level agreements (SLAs) defined in the contract.
- Utilize internal knowledge bases, resources, and FAQs to enhance problem resolution for clients.
- Gain knowledge of product details to improve client interactions and troubleshooting effectiveness.
- Analyze call logs to identify recurring issues and prevent future problems.
- Maintain and update self-help documents for customers to enhance resolution speed.
- Identify critical issues and escalate unresolved concerns to the team leader as necessary.
- Ensure all required product information and disclosures are provided to clients before and after interactions.
- Comply with service agreements to mitigate potential legal challenges.
Deliver Excellent Customer Service through Effective Diagnosis and Troubleshooting
- Provide product support and resolutions by diagnosing client queries and guiding users through step-by-step solutions.
- Assist clients in navigating product menus and improving their understanding of product features.
- Troubleshoot client issues in a professional, courteous, and user-friendly manner.
- Maintain logs and records of all customer queries in accordance with standard procedures and guidelines.
- Accurately document and process all incoming calls and emails using the designated tracking system.
- Offer alternative solutions when appropriate to retain clients and sustain business relationships.
- Communicate effectively, tailoring messages to suit different listeners and situations.
- Conduct follow-ups and scheduled callbacks to collect feedback and ensure SLA compliance.
Build Capability to Ensure Operational Excellence and Maintain High Customer Service Standards
- Participate in product training sessions to stay updated on new features, changes, and enhancements.
- Enroll in product-specific and additional training programs as per client requirements or recommendations.
- Collaborate with team leaders to identify training needs and learning opportunities to improve service delivery.
- Enhance job knowledge by engaging in self-learning initiatives and networking with industry professionals.
Eligibility Criteria:
- Strong communication skills with experience in interacting with clients, client managers, and relationship managers.
- Knowledge of client constitution and related documentation based on different client types.
- Basic understanding of financial services and various underlying products is desirable.
- Proficiency in sourcing information from multiple data sources, including financial reports and audited statements, with strong attention to detail and accuracy.
- Strong problem-solving skills with the ability to think creatively and independently resolve issues.
- Familiarity with CDD systems and processes, along with knowledge of country-specific compliance requirements, is an added advantage.
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?
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- Scroll down and press the Click Here button.
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- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
