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Subject Matter Expert

2 meses atrás

Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro
Job Title: Subject Matter Expert - Customer Service

At Wipro Technologies, we are seeking a highly skilled Subject Matter Expert - Customer Service to join our team. As a key member of our customer service team, you will be responsible for delivering exceptional customer service and ensuring operational excellence through contract and regulatory compliance.

Key Responsibilities:
  • Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting
  • Acknowledge client cases as per the SLA's 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 QA's 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
Requirements:
  • 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-to-day duties
  • Access client tool and acknowledge to the client the receipt of the cases as per the SLA's 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 defined 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
Performance Parameters:
  • Case prioritization as per client SLA and regulations, resolution time, penalties due to non-compliance
  • PCSAT and ACSAT score, Pulse score, Customer cases - received, time to forward, time-to-closure, customer references, positive customer feedback
  • No. of cases forwarded to support staff, no. of cases resolved per day, accurate reporting, prioritizing cases as per regulations
  • Training Hours, No of technical training completed, no. of trainings conducted

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity.