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3.7

based on 50.2k Reviews

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563 Wipro Jobs

Senior Executive

1-5 years

â‚ą 2.8 - 14L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Gurgaon / Gurugram

Senior Executive

Wipro

posted 16hr ago

Job Description

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

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

    1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
    2. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
    3. Assist clients with navigating around product menus and facilitate better understanding of product features
    4. Troubleshoot all client queries in a user-friendly, courteous and professional manner
    5. Maintain logs and records of all customer queries as per the standard procedures and guidelines
    6. Accurately process and record all incoming call and email using the designated tracking software
    7. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
    8. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
    9. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
      1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
      2. Undertake product trainings to stay current with product features, changes and updates
      3. Enroll in product specific and any other trainings per client requirements/recommendations
      4. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
      5. Update job knowledge by participating in self learning opportunities and maintaining personal networks

        Stakeholder Interaction


        Stakeholder Type

        Stakeholder Identification

        Purpose of Interaction

        Internal

        Team Leaders

        Performance review

        HR

        Hiring and employee engagement and retention

        Training Team

        Capability development

        Technical Lead

        Training, issue escalation/ resolution

        External

        Client

        Query Resolution

        Display

        Lists the competencies required to perform this role effectively:

        • Functional Competencies/ Skill
          • Process Knowledge Knowledge of assigned process, tools and systems Foundation to Competent

        Competency Levels

        Foundation

        Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

        Competent

        Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

        Expert

        Applies the competency in all situations and is serves as a guide to others as well.

        Master

        Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

        • Behavioral Competencies
          • Collaborative working
          • Problem solving and decision making
          • Attention to Detail
          • Execution Excellence
          • Client (Internal) Centricity
          • Effective Communication

        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


        Employment Type: Full Time, Permanent

        Read full job description

        Wipro Interview Questions & Tips

        Prepare for Wipro Senior Executive roles with real interview advice

        Top Wipro Senior Executive Interview Questions

        Q1. Explain the Order to Cash Flow ? How you book the order ? How you Invoice the order ? Scenario Based Question about If customer reject the i ... read more
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        Q2. How you book the order from customer
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        Q3. What is OTC ? SAP T-codes ?
        View answers (2)
        View all 7 questions

        What people at Wipro are saying

        3.7
         Rating based on 649 Senior Executive reviews

        Likes

        Friends and colleagues....chai outside gate 3

        Dislikes

        The offer letter forget to mention that one should have some.upperhand to get promoted.Management should leave corporate sector and join politics...too good ...and take along there individual bootlickers.

        Read 649 reviews

        Senior Executive salary at Wipro

        reported by 5.4k employees
        â‚ą1.8 L/yr - â‚ą11 L/yr
        17% more than the average Senior Executive Salary in India
        View more details

        What Wipro employees are saying about work life

        based on 50.3k employees
        64%
        72%
        63%
        78%
        Flexible timing
        Monday to Friday
        No travel
        Day Shift
        View more insights

        Wipro Benefits

        Submitted by Company
        Family and Parenting
        Perks and Benefits
        Health Care & Insurance
        Financial & Retirement
        Professional Support
        Vacation and Time off
        Submitted by Employees
        Cafeteria
        Health Insurance
        Free Transport
        Soft Skill Training
        Job Training
        Work From Home +6 more
        View more benefits

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