Customer Service Team Lead

Há 1 mês


Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiro

About Wipro Technologies

Wipro Technologies is a leading global information technology, consulting and business process services company.

Job Description

We are seeking a highly skilled Customer Service Team Lead to join our team. As a key member of our customer service team, you will be responsible for providing exceptional technical support to our clients and ensuring that their issues are resolved promptly and efficiently.

Responsibilities:

  • Provide effective technical support to clients via phone, email, and other communication channels.
  • Manage transactions as per required quality standards and ensure compliance to process level SLAs.
  • 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 SLA's 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.
  • 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.
  • Avoid 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.

Stakeholders:

We work closely with various stakeholders, including:

  • Team Leaders: Performance review, guidance and support
  • HR: Hiring, employee engagement and retention, training
  • Training Team: Capability development, training programs
  • Technical Lead: Training, issue escalation/resolution
  • Clients: Query resolution, product support and training

Competencies:

The ideal candidate will possess the following competencies:

  • Functional Competencies:
    • Process Knowledge: Knowledge of assigned process, tools and systems
  • Behavioral Competencies:
    • Collaborative working
    • Problem solving and decision making
    • Attention to Detail
    • Execution Excellence
    • Client (Internal) Centricity
    • Effective Communication

Salary Estimate:

The salary for this role is estimated to be between $60,000 - $80,000 per annum, depending on location and experience.



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