Wipro is hiring for freshers as Benefits Operations Administrator
- Company Name
- Wipro
- Company Website
- https://www.wipro.com/
- Experience
- 0 years
- Job Role
- Benefits Operations Administrator
- Job Type
-
- Fresher
- Job Location
-
- Noida
- Education
-
- Graduate
- Branch
-
- MBA
Eligibility Criteria
- 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 with help of the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and the client's 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 with contract/ SLAs
- Undertake product training to stay current with product features, changes, and updates
- Enroll in product specifications and any other training 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.
Job Description
- 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 on availability in the RAVE system to ensure the 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 the 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 Teamleader 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 and comply with service agreements
- Provide product support and resolution to clients and perform a question diagnosis and guide users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate a better understanding of product features.
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