Admin Assistant

• Curitiba, Brazil


• DOP


• 3097652

Job Description

Role Purpose

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

Do

Support process by managing transactions as per required quality standards


Fielding 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 SLA?s 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 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 Team leader in cases of untimely resolution


Ensure all product information and disclosures are given to clients before and after the call/email requests


Avoids legal challenges by complying with service agreements






Deliver excellent customer service through effective diagnosis and troubleshooting of client queries


Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions


Assist clients with navigating around product menus and facilitate better understanding of product features


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 call and email using the designated tracking software


Offer alternative solutions to clients (where appropriate) with the objective of retaining customers? and clients? business


Organize ideas and effectively communicate oral messages appropriate to listeners and situations


Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs





Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client


Undertake product trainings to stay current with product features, changes and updates


Enroll in product specific and any other trainings 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

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  
  
  
  • Process Knowledge ? Knowledge of assigned process, tools and systems ? Foundation to Competent
  
  

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  
  
  
  • Collaborative working
  
  
  • Problem solving and decision making
  
  
  • Attention to Detail
  
  
  • Execution Excellence
  
  
  • Client (Internal) Centricity
  
  
  • Effective Communication
  
  

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Travel & Exp(Transactional Accting Serv)

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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.


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Location: Brasil, BR

Posted Date: 11/25/2024