Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Engaged Employer

Wipro

Compare

3.7

based on 52.9k Reviews

Video summary

28 Wipro Associate Jobs

Associate -Kochi Feb

Wipro Limited

3.7

based on 52.9k Reviews

2-6 years

Kochi

Associate -Kochi Feb

Wipro

posted 3hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Quality Assurance Project Management Incident Management Operations Management Team Leading

+ 6 more

Job Description

Resolves product or service problems by clarifying the customers concern; determining the cause of the problem; selecting and explaining the best solution to solve the problem expediting correction or adjustment; following up to ensure customer satisfaction is achieved.

Contribute to continuous superior customer satisfaction rating by exceeding client expectations for service, product knowledge, efficiency and professionalism.

Professionally handle incoming requests from phone bankers in order to address promptly and thoroughly.

Maintain a balance between company policy and customer benefit in decision making to handle issues in the best interest of both customer and company.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience.

About The Role :

Role Purpose

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

Support process by managing transactions as per required quality standards

Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

Update own availability in the RAVE system to ensure productivity of the process

Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions

Follow standard processes and procedures to resolve all client queries

Resolve client queries as per the SLAs defined in the contract

Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients

Identify and learn appropriate product details to facilitate better client interaction and troubleshooting

Document and analyze call logs to spot most occurring trends to prevent future problems

Maintain and update self-help documents for customers to speed up resolution time

Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus and facilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Maintain logs and records of all customer queries as per the standard procedures and guidelines

Accurately process and record all incoming call and email using the designated tracking software

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver

No

Performance Parameter

Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Contribute to continuous superior customer satisfaction rating by exceeding client expectations for service, product knowledge, efficiency and professionalism.

Professionally handle incoming requests from phone bankers in order to address promptly and thoroughly.

Maintain a balance between company policy and customer benefit in decision making to handle issues in the best interest of both customer and company.

Continuously evaluate and identify opportunities to drive process improvements that positively impact the customers experience.

Employment Type: Full Time, Permanent

Read full job description

Wipro Interview Questions & Tips

Prepare for Wipro Associate roles with real interview advice

What Associate at Wipro are saying

3.8

Rating based on 2.1k Associate reviews

Anonymous · Customer Success, Service & Operations in Hyderabad / Secunderabad

Likes

Work I like.office environment is good.friendly nature with office employees.. coffee is good..

Skill development - Excellent

+5 more

Dislikes

No increment, continues night shift getting health issues.cab drivers not wait for more time for getting the cab and pick up point distance is to far .can came to only pickup point.shift is 5 clock cab came at afternoon 2 clock..other companies cab came to near by home and they came one hour before shift timings.. whatever I like wipro company .

Read 2.1k Associate reviews