Wipro is Hiring For Associate

Wipro is Hiring 2020-2023 Batch Pass outs Students

About Company

Wipro India Business, a part of Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global end to end IT transformation, consulting and business process services provider and a pioneer in Indian Market with decades of experience. We harness the power of application, cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. 

A company recognized for its comprehensive portfolio of services, our strong quality processes, rich experience in managing clients and great transformational capabilities across various business verticals enable us to align IT strategies to your business goals. From simple process changes to complex and innovative solutions, we help you harness the power of IT to achieve profitable growth, market leadership, customer delight, and sustainability. We also help you with your IT infrastructure needs in partnership with best of breed technology partners.

Wipro Associate Recruitment Details

Job Description

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.

Do

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
   2. Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
   3. Update own availability in the RAVE system to ensure productivity of the process
   4. Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all client queries
   6. Resolve client queries as per the SLA’s defined in the contract
   7. Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
   8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speed up resolution time
   11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

2. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
   1. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
   2. Assist clients with navigating around product menus and facilitate better understanding of product features
   3. Troubleshoot all client queries in a user-friendly, courteous and professional manner
   4. Maintain logs and records of all customer queries as per the standard procedures and guidelines
   5. Accurately process and record all incoming call and email using the designated tracking software
   6. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
   7. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
   8. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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3. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
   1. Undertake product trainings to stay current with product features, changes and updates
   2. Enroll in product specific and any other trainings per client requirements/recommendations
   3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
   4. Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Placement Materials

TCS Study Material :- Coming Soon

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Accenture Study Material :- Coming Soon

Apptitude Study Material :- Coming Soon

Selection Process

Round 1

In first round there will Aptitude Round where question related to check capabilities of the candidate through variety of questions like

• Verbal reasoning questions. …
• Verbal comprehension questions. …
• English language questions. …
• Questions testing abstract reasoning.

Round 2

The second round is generally a Technical Round in which all the technical related question were asked to candidate according to job role. In this generally the interviewer checks candidate technical ability the depth and breadth of candidaate knowledge

Round 3

Round 3 is a HR round in some cases TR and HR round are occur concurrently. This round is conducted by Human Resource Professional who ensures that you are the right candidate for the role

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