▷ High Salary: Sme

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capabilities in consulting design engineering and operations we help clients realize their boldest ambitions and build future-ready sustainable businesses With over 230 000 employees and business partners across 65 countries we deliver on the promise of helping our customers colleagues and communities thrive in an ever-changing world For additional information visit us at www wipro com Role Purpose The purpose of this role to deliver great customer service experience by effectively acknowledging tracking and prioritizing all client cases as per the regulatory guidelines and ensuring resolution as per the defined SLAs by allocating the same to the relevant support team Do Ensure operational excellence through contract and regulatory compliance effective case acknowledgment tracking prioritization system updation and reporting Acknowledge client cases as per the SLA s defined in the contract Access client tool and log all incoming client cases accurately on the internal tool as per contract Accurately document all pertinent case information such as case number case type etc of daily cases received Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases resources and frequently asked questions to aid in effective case logging and prioritization Maintain and timely update internal tool for agents to speed up response time Identify red flags and escalate serious client issues to Team leader in cases of non-compliance and untimely resolution Ensure all client information disclosures and regulatory changes are given to agents and QA s on a regular basis Monitor compliance with service agreements to avoid legal challenges 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 Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool Develop deep understanding and use of client tool to effectively perform day today duties Access client tool and acknowledge to the client the receipt of the cases as per the SLA s defined in the contract Accurately document all pertinent case information such as case number case type etc on a daily basis for all cases received Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases Maintain logs and records of all client cases as per the standard procedures and guidelines Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools training sessions on new regulations and regular reporting Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software Maintain tracker of all cases received along with the allocation information for reporting purposes Ensure all client cases are resolved as per the defined SLA s and regulatory guidelines defined by the client Maintain and share the resolution status report with supervisor and client on a daily basis Share the hourly productivity update report with supervisors and clients on a daily basis Undertake client training on specific tool features and or any other regulatory changes introduced by client govt Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance Liaise between the client and internal teams on escalations of serious issues and unique queries Follow up with agents and QAs to record feedback and ensure compliance to contract SLA s and regulations Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case Build capability to ensure operational excellence and maintain superior customer service levels for the existing client Undertake trainings to stay current with any new features changes and updates on client tool Enroll in product specific and any other trainings per client requirements recommendations Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently Identifying and document most common problems and recommend appropriate changes to the team leader Updates job knowledge by participating in self learning opportunities and maintaining personal networks Mandatory Skills Travel Hospitality Experience 5-8 Years Reinvent your world We are building a modern Wipro We are an end-to-end digital transformation partner with the boldest ambitions To realize them we need people inspired by reinvention Of yourself your career and your skills We want to see the constant evolution of our business and our industry It has always been in our DNA - as the world around us changes so do we Join a business powered by purpose and a place that empowers you to design your own reinvention Apply now Start Please wait Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news Join Us Explore open roles that match your interests and skills If you encounter any suspicious mail advertisements or persons who offer jobs at Wipro please email us at Do not email your resume to this ID as it is not monitored for resumes and career applications Any complaints or concerns regarding unethical unfair hiring practices should be directed to our Ombuds Group at We are an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race color caste creed religion gender marital status age ethnic and national origin gender identity gender expression sexual orientation political orientation disability status protected veteran status or any other characteristic protected by law Wipro is committed to creating an accessible supportive and inclusive workplace Reasonable accommodation will be provided to all applicants including persons with disabilities throughout the recruitment and selection process Accommodations must be communicated in advance of the application where possible and will be reviewed on an individual basis Wipro provides equal opportunities to all and values diversity 2025 Wipro Limited x Cookie Consent Manager When you visit any website it may store or retrieve information on your browser mostly in the form of cookies 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