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Financial Operations Specialist

2 meses atrás

Curitiba, Paraná, Brasil Wipro Tempo inteiro
Job Summary

We are seeking a highly skilled Financial Assistant to join our team at Wipro. As a key member of our operations team, you will be responsible for providing exceptional technical support to our clients and resolving their issues in a timely and efficient manner.

Key Responsibilities
  • Provide technical support to clients via phone, email, or other communication channels
  • Resolve client issues directly or through timely escalation to meet process SLAs
  • Manage transactions as per required quality standards
  • Document all pertinent end-user identification information
  • 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
  • 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
Requirements
  • Process Knowledge – Knowledge of assigned process, tools, and systems
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication
Performance Parameters
  • Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • Self-Management: Productivity, efficiency, absenteeism, Training Hours, Number of technical training completed