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 53.5k Reviews

Video summary

2539 Wipro Jobs

Subject matter expert

Wipro Limited

3.7

based on 53.5k Reviews

2-6 years

₹ 2.65 - 8L/yr (AmbitionBox estimate)

New Delhi

1 vacancy

Subject matter expert

Wipro

posted 13d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Project Management Team Handling Incident Management Operations Management WFM

+ 8 more

Job Description

About The Role :

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.

Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting

Acknowledge client cases as per the SLAs defined in the contract

Access client tool and log all incoming client cases accurately on the internal tool as per contract

Accurately document all pertinent case information such as case number, case type, etc. of daily cases received

Follow standard processes and procedures to track and prioritize all client cases

Accurately update the internal tool with daily cases and forward the same to respective agents and QAs

Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization

Maintain and timely update internal tool for agents to speed up response time

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

Ensure all client information, disclosures and regulatory changes are given to agents and QAs on a regular basis

Monitor compliance with service agreements to avoid legal challenges

Share recorded case logs and status reports with clients and supervisors on a daily basis

Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines

Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool

Develop deep understanding and use of client tool to effectively perform day today duties

Access client tool and acknowledge to the client the receipt of the cases as per the SLAs defined in the contract

Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received

Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client

Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases

Maintain logs and records of all client cases as per the standard procedures and guidelines

Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases

Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting

Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software

Maintain tracker of all cases received along with the allocation information for reporting purposes

Ensure all client cases are resolved as per the defined SLAs and regulatory guidelines defined by the client

Maintain and share the resolution status report with supervisor and client on a daily basis

Share the hourly productivity update report with supervisors and clients on a daily basis

Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.

Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs

Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance

Liaise between the client and internal teams on escalations of serious issues and unique queries

Follow up with agents and QAs to record feedback and ensure compliance to contract SLAs and regulations

Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case

Build capability to ensure operational excellence and maintain superior customer service levels for the existing client

Undertake trainings to stay current with any new features, changes and updates on client tool

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

Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently

Identifying and document most common problems and recommend appropriate changes to the team leader

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

Competencies

Client Centricity
Passion for Results
Execution Excellence
Collaborative Working
Learning Agility
Problem Solving & Decision Making
Effective communication

Employment Type: Full Time, Permanent

Read full job description

Wipro Interview Questions & Tips

Prepare for Wipro SME roles with real interview advice

What people at Wipro are saying

3.7

Rating based on 132 SME reviews

Anonymous · Data Science & Analytics in Gurgaon / Gurugram

Likes

Good platform to start

Job security - Good

+1 more

Dislikes

Compensation and appraisals are bit ofd here.

Salary - Poor

+1 more

Read 132 SME reviews

SME salary at Wipro

reported by 1k employees with 1-9 years exp.

Unlock

₹1.2 L/yr - ₹8 L/yr

26% less than the average SME Salary in India

View more details

What Wipro employees are saying about work life

based on 53.5k employees

64%

72%

63%

78%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

Compare Wipro with

TCS

3.7

Compare

Infosys

3.6

Compare

Tesla

4.2

Compare

Amazon

4.1

Compare

Accenture

3.8

Compare

Capgemini

3.7

Compare

Cognizant

3.7

Compare

TCS iON

3.9

Compare

IBM

4.0

Compare

Tech Mahindra

3.5

Compare

Google

4.4

Compare

Deloitte

3.8

Compare

HCLTech

3.5

Compare

Genpact

3.8

Compare

Ernst & Young

3.4

Compare

Oracle

3.7

Compare

Microsoft Corporation

4.0

Compare

DXC Technology

3.7

Compare

Mphasis

3.4

Compare

PwC

3.4

Compare

Similar Jobs for you

SME at Wipro Limited

Pune

2-6 Yrs

₹ 4-8 LPA

SME at Wipro Limited

Pune

2-6 Yrs

₹ 4-8 LPA

Administrator at Wipro Limited

Mumbai

3-7 Yrs

₹ 5-9 LPA

Associate at Wipro Limited

Chennai

2-6 Yrs

₹ 4-8 LPA

Associate at Wipro Limited

Pune

2-6 Yrs

₹ 4-8 LPA

Analyst at Wipro Limited

Mumbai

2-6 Yrs

₹ 4-8 LPA

Executive at Wipro Limited

Chennai

2-6 Yrs

₹ 4-8 LPA

Analyst at Wipro Limited

Gurgaon / Gurugram

2-6 Yrs

₹ 4-8 LPA

Analyst at Wipro Limited

Gurgaon / Gurugram

2-6 Yrs

₹ 4-8 LPA

Senior Executive at Wipro Limited

Chennai

2-6 Yrs

₹ 4-8 LPA

Wipro New Delhi Office Locations

View all

New Delhi (3)

New Delhi Office

Sarita Vihar, A-23, Mohan Co-operative Industrial Area, Mathura Road, New Delhi New Delhi
110044

New Delhi Office

Jasola, Omaxe Square, Commercial plot No.-14,Office block, Jasola,New Delhi New Delhi
110025