Subject Matter Expert

Há 1 mês


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

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.
Requirements:
  • 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.
Performance Parameters:
  • 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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