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:
Process Management and Quality Standards:
- Manage transactions in accordance with established process guidelines and quality standards.
- Handle incoming customer queries through telephone and email in a courteous and professional manner.
- Record relevant end-user information, including name, department, contact details, and the nature of the issue.
- Update availability in the RAVE system to ensure productivity and adherence to process requirements.
- Record, track, and document all customer queries, troubleshooting steps, and successful or unsuccessful resolutions.
- Follow standard operating procedures to resolve customer queries effectively.
- 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 provide effective customer support.
- Develop a thorough understanding of product features and specifications to improve customer interactions and troubleshooting.
- Analyze call logs to identify recurring issues and trends and recommend preventive measures.
- Maintain and update self-help documentation to help customers resolve issues quickly.
- Identify critical issues and escalate unresolved customer concerns to the Team Leader when necessary.
- Ensure that customers receive accurate product information and all required disclosures before and after service interactions.
- Comply with service agreements, organizational policies, and applicable procedures to minimize legal risks.
Customer Service and Technical Support:
- Deliver excellent customer service by effectively diagnosing and troubleshooting customer queries.
- Provide product support by identifying customer issues and guiding users through step-by-step solutions.
- Assist customers in navigating product menus and understanding product features and functionalities.
- Resolve customer queries in a user-friendly, courteous, and professional manner.
- Maintain accurate records of customer queries in accordance with established procedures and guidelines.
- Process and record all incoming calls and emails accurately using designated tracking software.
- Offer alternative solutions, where appropriate, to improve customer satisfaction and retain existing business.
- Organize ideas effectively and communicate information clearly according to the audience and situation.
- Conduct scheduled follow-up calls to collect 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 as required or recommended by the client.
- Collaborate with Team Leaders to identify training needs, learning gaps, and improvement opportunities to enhance customer service.
- Continuously update job-related knowledge by participating in self-learning activities and maintaining professional networks.
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.
