Manager

Role Purpose: Provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
Support process by managing transactions as per required quality standards.
Field incoming help requests from clients via telephone and/or emails courteously.
Document end-user identification information, including name, department, contact details, and nature of the problem.
Update availability in the RAVE system to ensure productivity.
Record, track, and document all queries, problem-solving steps, and resolution outcomes.
Follow standard processes to resolve client queries within defined SLAs.
Access and maintain internal knowledge bases and FAQs to aid effective problem resolution.
Identify and learn product details to facilitate better client interaction and troubleshooting.
Document and analyze call logs to spot trends and prevent future problems.
Maintain self-help documents for customers to speed up resolution time.
Identify red flags and escalate serious issues to team leaders when necessary.
Ensure compliance with service agreements and legal disclosures.
Deliver excellent customer service through effective diagnosis and step-by-step guidance.
Assist clients with navigating product menus and understanding features.
Accurately process and record incoming calls and emails using designated tracking software.
Offer alternative solutions to retain customers and business.
Organize ideas and communicate effectively across different situations.
Follow up with scheduled callbacks to record feedback and ensure SLA compliance.
Undertake product trainings to stay current with features and updates.
Partner with team leaders to identify training themes and learning issues.
Performance Parameters: Number of cases resolved per day, compliance to process and quality standards, meeting process-level SLAs, Pulse score, Customer feedback, Productivity, efficiency, absenteeism, Training Hours, and number of technical trainings completed.
Mandatory Skills: Finance.
Experience: 8-10 Years.
Company Context: Wipro is an end-to-end digital transformation partner focused on reinvention, modernization, and empowering employees to design their own career evolution.