Associate – Wipro | Customer Success, Service & Operations
Job Highlights:
- Experience: 2-6 years
- Location: Gurugram, India
- Employment Type: Full Time, Permanent
- Key Skills: Customer Service, Technical Support, Troubleshooting, SLA Compliance, Digital Marketing
- Education: Any Graduate/ Postgraduate
- Openings: 1
- Applicants: 227
About Wipro:
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a globally renowned technology services and consulting firm. The company’s core mission is to build innovative, sustainable solutions that address the most complex digital transformation challenges. With a global presence across 65 countries and a workforce exceeding 230,000 employees, Wipro delivers high-quality, cutting-edge technology services and solutions across diverse industries. These solutions cater to a wide variety of clients, from startups to the world’s largest corporations.
At the heart of Wipro’s success lies its steadfast commitment to innovation, excellence, and operational efficiency. The company has been continuously recognized as a top employer, providing a thriving environment for personal and professional growth. By leveraging its consulting, design, engineering, and operational capabilities, Wipro helps clients achieve their boldest ambitions and shape the future of their businesses.
Wipro’s values and culture are centered around sustainability, diversity, and a strong focus on delivering customer value. As an organization, Wipro firmly believes in empowering employees and providing them with the tools and environment necessary to succeed. This mindset enables the company to foster long-term relationships with its clients, partners, and communities.
Role Overview:
Wipro is looking for a motivated and skilled Associate to join its Customer Success, Service & Operations team. The purpose of this role is to deliver exceptional technical support to clients, resolve issues effectively, and ensure compliance with service level agreements (SLAs). As an Associate, you will play a pivotal role in ensuring client satisfaction by troubleshooting queries, offering solutions, and maintaining the quality standards that Wipro is known for.
This is an exciting opportunity for individuals who are eager to develop their careers in a dynamic, growth-oriented environment. The role offers a chance to enhance your skills in customer service, technical support, and digital marketing while gaining exposure to cutting-edge technologies.
Key Responsibilities:
Client Support:
The primary responsibility of the Associate is to provide seamless technical support to clients by addressing their queries and issues in a professional and efficient manner. The role requires you to:
- Field all incoming help requests from clients via telephone and/or email and document essential information.
- Troubleshoot and resolve client queries related to the product or service, offering user-friendly, courteous, and professional support.
- Respond to clients promptly, ensuring that the service standards and SLAs are adhered to at all times.
- Offer alternative solutions where appropriate to retain clients’ business and foster customer loyalty.
- Assist clients with navigating through product features and guide them to understand the product better.
Problem-Solving & Troubleshooting:
You will be responsible for identifying the root causes of technical issues and providing timely solutions. This requires:
- Analyzing client queries and performing step-by-step diagnostics to resolve issues.
- Identifying common trends or recurring problems and documenting them for further analysis.
- Maintaining detailed logs of all customer interactions, including the nature of the query, troubleshooting steps taken, and outcomes.
- Escalating unresolved issues to the team leader or supervisor for further investigation when necessary.
Quality Assurance:
The Associate is expected to adhere to Wipro’s strict quality assurance processes to ensure that all client interactions meet the company’s high standards. Responsibilities include:
- Managing transactions and resolving client queries according to the quality guidelines set by Wipro.
- Documenting all problem-solving steps and outcomes, ensuring compliance with SLAs and internal process standards.
- Recording all incoming calls and emails in the designated tracking system for future reference.
- Following up with clients to ensure that the issue has been resolved and that they are satisfied with the solution provided.
- Ensuring all product-related information is communicated clearly and accurately to clients.
Operational Excellence:
As part of Wipro’s focus on operational excellence, the Associate will also be responsible for ensuring the smooth operation of daily activities. This includes:
- Keeping up with internal knowledge bases, FAQs, and product details to provide accurate information and troubleshoot effectively.
- Continuously learning and updating product knowledge to keep up with changes and new product features.
- Participating in product-specific training sessions and other skill development initiatives to enhance expertise and provide superior customer service.
Collaboration & Training:
Working in collaboration with team leaders and other stakeholders is key to the role. The Associate will:
- Participate in team meetings to brainstorm ideas and identify opportunities for improvement.
- Share best practices with colleagues and contribute to the development of self-help resources for clients.
- Assist in creating training materials and documentation to help clients solve problems independently.
- Participate in team-building activities and continue learning about Wipro’s products and services to stay current.
Performance Monitoring & Feedback:
The Associate will be evaluated based on performance metrics such as:
- The number of queries resolved per day.
- Adherence to SLAs and process compliance.
- Customer feedback and satisfaction ratings.
- The accuracy of documentation and tracking of queries.
- The effectiveness of problem-solving and troubleshooting steps.
Skills & Qualifications:
Mandatory Skills:
- Customer Service Expertise: Excellent verbal and written communication skills with a customer-first approach to troubleshooting and query resolution.
- Technical Support: Proficiency in providing technical support, including basic troubleshooting, diagnostic steps, and resolution of issues.
- Digital Marketing Knowledge: Understanding of digital marketing concepts and the ability to support clients with digital services or products.
- Process Compliance: Ability to follow standard operating procedures (SOPs) and ensure adherence to SLAs and quality standards.
- Team Collaboration: Ability to collaborate with team members and share insights to improve client interactions and overall team performance.
Desired Skills:
- Product Knowledge: In-depth understanding of the products or services you are supporting to provide accurate troubleshooting and support.
- Time Management: Strong organizational skills with the ability to prioritize tasks and handle multiple queries simultaneously.
- Analytical Skills: Ability to analyze trends and data to identify recurring problems and potential areas for improvement.
- Adaptability: Comfort with working in a fast-paced, evolving environment with the ability to learn new products and processes quickly.
Educational Qualifications:
- UG: Any Graduate (preferred disciplines: Engineering, IT, Commerce, or Business Administration)
- PG: Any Postgraduate
- Certifications: Certifications in customer service, digital marketing, or technical support are a plus.
What Wipro Offers:
Career Development:
Wipro is committed to supporting its employees’ growth through continuous learning and development opportunities. As an Associate, you will have access to:
- A comprehensive training program to enhance your product knowledge, technical support skills, and customer service capabilities.
- Opportunities for career advancement and skill development in areas such as digital marketing, IT support, and team leadership.
- A chance to work with cutting-edge technologies and global clients, which will provide valuable experience and open doors to further career growth.
Work-Life Balance:
Wipro recognizes the importance of work-life balance and strives to create an environment where employees can excel both professionally and personally. The company offers:
- Flexible working hours and work-from-home options (depending on role and business needs).
- Paid time off and leave options to ensure employees can take care of personal needs.
- Employee well-being programs and resources to promote physical and mental health.
Global Exposure:
Working at Wipro means working in a globally connected environment. You will have the opportunity to collaborate with colleagues from around the world, gaining international exposure and broadening your professional network.
Inclusive Workplace:
Wipro is an inclusive employer, actively encouraging applications from people with disabilities and promoting a culture of diversity and equality within the workforce.
How to Apply:
To apply for the Associate role at Wipro, follow these steps:
- Visit the official Wipro Careers page.
- Search for the Associate position in the Customer Success, Service & Operations department.
- Click on the “Apply Now” button to submit your application.
- Complete the application form with your personal details, educational background, and professional experience.
- Upload your resume and any other required documents.
- Submit your application and await further instructions regarding the interview process.
Conclusion:
Joining Wipro means becoming part of a company that is at the forefront of digital transformation and customer service excellence. If you are passionate about solving complex problems, delivering high-quality support, and working in a dynamic environment, the Associate role at Wipro is the perfect opportunity for you. Apply today and take the first step towards shaping your future with one of the world’s leading technology services and consulting companies!
