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Process Resolution Expert

3 weeks ago

Gurgaon, Haryana, India Wipro Limited Full time

Job Description

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

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Main Responsibilities

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  • Support process by managing transactions as per required quality standards">
  • Field all 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 and provide effective problem resolution to clients">
  • 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">
  • Evaluate employee engagement and job satisfaction for continuous improvement">
  • Develop training materials for employees to improve their customer service skills">
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Requirements

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This role requires 1-3 years of experience in Institutional Finance Buy Side Others and the ability to work effectively in a team environment.

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Benefits

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We offer a competitive salary, comprehensive benefits package, and opportunities for career advancement.