Buyer Team Lead

2 semanas atrás

Curitiba, Paraná, Brasil Wipro Tempo inteiro

Job Title: Buyer Team Lead



The Buyer Team Lead plays a critical role in ensuring the smooth operation of our processes. As a technical support specialist, they provide effective solutions to clients, actively resolving issues directly or through timely escalation to meet process SLAs.



Key Responsibilities


  • Manage transactions as per required quality standards.
  • Field incoming help requests from clients via telephone and/or emails in a courteous manner.
  • 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 SLAs defined in the contract.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in effective problem resolution to clients.
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot recurring trends to prevent future problems.
  • 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 calls and emails 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 callbacks 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.

Stakeholder Interaction

The Buyer Team Lead interacts with various stakeholders, including:




  • Team Leaders for performance review, HR for hiring and employee engagement and retention, Training Team for capability development, Technical Lead for training and issue escalation/resolution.


Competencies Required


  • 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.



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.



This role requires a strong understanding of process management and technical support, as well as excellent communication and problem-solving skills. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.


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