Associate

1 week ago

Pune, India Wipro Limited Full time

Roles & Responsibilities:

- Working of corrections or setting up customer accounts, process bills for residential or business customers, contact interanl stakeholders of at times customer for missing information / to reschedule orders, process service turn on, service turn offs, transfer of service, meter relocation, credit handling, general query.
- Access Customer’s support needs and handle/route accordingly.
- Use knowledge acquired during training and prior experience to resolve issues.
- Ensure adherence to rules to resolve query.
- Correcting and setting up new customers & processing Billing queries for residential or business customers / Scheduling service requests for meter reads / Credit Handling / property inspections etc.
- Ensuring standard operating procedure is followed.
- Deliver excellent customer service and ensure customer satisfaction in transactions
- Handle non-voice transactions according to defined quality, standards, policies and procedures & Ensure accurate documentation of each transaction
- Attend to customer queries, concerns and complaints and provide first time resolutionand / or transaction resolution
- Escalate transactions to proper parties following proper protocols
- Ensure compliance to all company policies and procedures
- Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
- Keep all company information which includes customer information confidential and secured

Qualifications:
Graduate

Mandatory Skills:
Communication Skill required
- Good verbal and written communication skills with Decent Analytical & Judgmental Skills.

Ability Skill Required (Tech test, Keyboard navigation, Aptitude test, Other domain specific tests)
- Customer service orientation
- Working knowledge of PCs e.g. MS Office with good keyboard skills
- Correct construction of sentences and Grammatically correct English
- Ability to work in a team aiming to achieve daily set targets.
- Ability to interact with internal & external customer while seeking information if required.
- Good English communication skills (verbal and written) with neutral accent
- Teamwork
- Reasonable analytical skills
- Good motivational fit (job, organization, location)
- Willing to work on shifting schedules, overtime(paid) as may be required by business exigencies

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