Subject Matter Expert
Há 1 mês
Join Wipro Limited as a Subject Matter Expert - Customer Service and take on a challenging role that requires expertise in customer service, regulatory compliance, and process improvement.
Key Responsibilities:- Deliver exceptional customer service by effectively acknowledging, tracking, and prioritizing client cases as per regulatory guidelines.
- Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting.
- Collaborate with clients and internal teams to resolve complex cases and ensure compliance with service agreements.
- Develop and maintain internal knowledge bases, resources, and frequently asked questions to aid in effective case logging and prioritization.
- Identify red flags and escalate serious client issues to Team leaders in cases of non-compliance and untimely resolution.
- Monitor compliance with service agreements to avoid legal challenges and ensure all client information, disclosures, and regulatory changes are given to agents and QAs on a regular basis.
- 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.
- Expert knowledge of process, process, and tools.
- Collaborative working, problem-solving, and decision-making skills.
- Attention to detail, execution excellence, and stakeholder management.
- Effective communication and client-centricity.
- Financials: Case prioritization as per client SLA and regulations, resolution time, penalties due to non-compliance.
- Customer: PCSAT and ACSAT score, Pulse score, customer cases - received, time to forward, time-to-closure, customer references, positive customer feedback.
- Account Management: Number of cases forwarded to support staff, number of cases resolved per day, accurate reporting, prioritizing cases as per regulations.
- Team Management: Training Hours, Number of technical training completed, number of trainings conducted.
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Subject Matter Expert
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Curitiba, Paraná, Brasil Wipro Limited Tempo inteiroJob Title: Subject Matter ExpertJob SummaryWe are seeking a highly skilled Subject Matter Expert to join our team at Wipro Limited. As a Subject Matter Expert, you will be responsible for delivering exceptional customer service and experience by effectively acknowledging, tracking, and prioritizing client cases in accordance with regulatory guidelines.Key...
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Curitiba, Paraná, Brasil Wipro Technologies Tempo inteiroJob Title: Subject Matter ExpertAt Wipro Technologies, we are seeking a highly skilled Subject Matter Expert to join our team. As a Subject Matter Expert, you will play a critical role in delivering exceptional customer service and ensuring operational excellence in our client-facing processes.Key Responsibilities:Deliver great customer service by...
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Curitiba, Paraná, Brasil Wipro Tempo inteiroJob SummaryWe are seeking a highly skilled Subject Matter Expert to join our team at Wipro. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences by effectively acknowledging, tracking, and prioritizing client cases in accordance with regulatory guidelines.Key ResponsibilitiesAcknowledge and...
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Subject Matter Expert
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Curitiba, Paraná, Brasil Wipro Tempo inteiroJob Title: Subject Matter Expert - Customer ServiceJob Summary:We are seeking a highly skilled Subject Matter Expert - Customer Service to join our team at Wipro. As a Subject Matter Expert - Customer Service, you will be responsible for delivering exceptional customer service and ensuring operational excellence through contract and regulatory compliance.Key...
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