Business Process Expert

6 days ago


Dalian, Liaoning, China Wipro Full time

Role Overview

The role of a Business Process Expert at Wipro is to provide exceptional technical support and resolve client issues efficiently. This involves managing transactions with high quality standards, fielding help requests from clients in a courteous manner, documenting end user information, and updating availability in the RAVE system to ensure productivity. The expert must record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.

Key Responsibilities
  • 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 effective problem resolution.
  • 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 leaders 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.


Requirements
  • Process Knowledge – Knowledge of assigned process, tools, and systems.
  • Collaborative working.
  • Problem solving and decision making.
  • Attention to Detail.
  • Execution Excellence.
  • Client (Internal) Centricity.
  • Effective Communication.


Benefits

This role offers an estimated salary range of $60,000 - $80,000 per year, depending on experience and location.

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