Customer Service Representative

Há 4 dias

Rio de Janeiro, Rio de Janeiro, Brasil Wipro Technologies Tempo inteiro
Job Description

Role Purpose:

The primary objective of this role is to provide exceptional technical support to clients, ensuring timely resolution of their queries and issues. This involves actively engaging with clients, identifying their needs, and providing tailored solutions to meet their expectations.

Key Responsibilities:

  1. Process Support:
  • Manage transactions efficiently, adhering to established quality standards.
  • Field client inquiries, document relevant information, and update availability in the RAVE system to ensure process productivity.
  • Record, track, and document client queries, problem-solving steps, and resolution outcomes.
  • Follow standard processes and procedures to resolve client queries.
  • Resolve client queries within defined SLAs.
  • Access and maintain internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
  • Identify and learn product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to identify trends and prevent future problems.
  • Maintain and update self-help documents for customers to expedite resolution times.
  • Escalate serious client issues to Team Leaders in cases of untimely resolution.
  • Ensure all product information and disclosures are provided to clients before and after interactions.
  • Avoid legal challenges by complying with service agreements.
Customer Service:
  • Deliver exceptional customer service through effective diagnosis and troubleshooting of client queries.
  • Provide product support and resolution to clients by performing question diagnosis and guiding users through step-by-step solutions.
  • Assist clients with navigating product menus and facilitate better understanding of product features.
  • Troubleshoot client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries as per standard procedures and guidelines.
  • Accurately process and record all incoming calls and emails using designated tracking software.
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
Capability Development:
  • Undertake product trainings to stay current with product features, changes, and updates.
  • Enroll in product-specific and other trainings per client requirements/recommendations.
  • Partner with Team Leaders to brainstorm and identify training themes and learning issues to better serve clients.
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Stakeholder Interaction:

The role involves interacting with various stakeholders, including:

  • Team Leaders: Performance review, training, and issue escalation/resolution.
  • HR: Hiring, employee engagement, and retention.
  • Training Team: Capability development.
  • Technical Lead: Training, issue escalation/resolution.
  • Client: Query resolution.

Competencies:

The ideal candidate will possess the following competencies:

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

Performance Parameters:

The performance of the candidate will be evaluated based on the following parameters:

  • Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, and customer feedback.
  • Self-Management: Productivity, efficiency, absenteeism, training hours, and number of technical training completed.

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