Wipro Limited is an Indian multinational corporation that provides information technology, consulting and business process services. Thierry Delaporte is serving as CEO and managing director of Wipro since July 2020.
Job description
- Language: Proficient in English (Read + Write + Speak) Equivalent test of spoken and written and technical IT specific knowledge in both and English
- Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution. Main responsibilities: Adherence to policies and procedures, closure of open calls after resolution.
- Major activities:
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Re-routes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KBI database.
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