Trilingual Complaint Assistant

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Work with usRequisition ID:
69988City:
CuritibaCountry/Region:
BRWipro Limited (NYSE:
WIT, BSE:
, NSE:
WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at DescriptionRole PurposeThe 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 SLAs͏DoSupport process by managing transactions as per required quality standardsFielding all incoming help requests from clients via telephone and/or emails in a courteous mannerDocument all pertinent end user identification information, including name, department, contact information and nature of problem or issueUpdate own availability in the RAVE system to ensure productivity of the processRecord, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutionsFollow standard processes and procedures to resolve all client queriesResolve client queries as per the SLA's defined in the contractAccess and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clientsIdentify and learn appropriate product details to facilitate better client interaction and troubleshootingDocument and analyze call logs to spot most occurring trends to prevent future problemsMaintain and update self-help documents for customers to speed up resolution timeIdentify red flags and escalate serious client issues to Team leader in cases of untimely resolutionEnsure all product information and disclosures are given to clients before and after the call/email requestsAvoids legal challenges by complying with service agreements͏Deliver excellent customer service through effective diagnosis and troubleshooting of client queriesProvide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutionsAssist clients with navigating around product menus and facilitate better understanding of product featuresTroubleshoot all client queries in a user-friendly, courteous and professional mannerMaintain logs and records of all customer queries as per the standard procedures and guidelinesAccurately process and record all incoming call and email using the designated tracking softwareOffer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' businessOrganize ideas and effectively communicate oral messages appropriate to listeners and situationsFollow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs͏Build capability to ensure operational excellence and maintain superior customer service levels of the existing

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