Trilingual Customer Service Representative

Há 6 dias

Curitiba, Paraná, Brasil Wipro Limited Tempo inteiro
Job Description

Role Purpose:

The purpose of this role is to provide effective technical support to clients and actively resolve their issues directly or through timely escalation to meet process SLAs.

Key Responsibilities:

  • Support processes by managing transactions as per required quality standards.
  • 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 and provide 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 most occurring 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 leaders in cases of untimely resolution.
  • Avoids 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.
  • 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 call backs 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:

Internal:

  • Team Leaders
  • Performance review
  • HR - Hiring and employee engagement and retention
  • Training Team
  • Capability development
  • Technical Lead
  • Training, issue escalation/resolution

External:

  • Client
  • Query Resolution

Competencies:

Functional Competencies/Skill:

  • Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent

Competency Levels:

  • Foundation
  • Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
  • Competent
  • Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
  • Expert
  • Applies the competency in all situations and is serves as a guide to others as well.
  • Master
  • Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies:

  • Collaborative working
  • Problem-solving and decision-making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Performance Parameters:

  • No.
  • Performance Parameter
  • Measure
  • 1.
  • Process
  • No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • 2.
  • Self-Management
  • Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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