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.
Wipro Walk In
- Role: International Process_Analyst
- Job Location: Gurugram, Haryana
- No. of Openings: 10
- Qualification : Any Graduate
- Experience: 00-02+ years
Related Jobs: Hetero – Urgent Openings in Production / Quality Control for Visakhapatnam Location
Job description
Between 0-2 years of experience Candidate with an experience in any of below vertical:- 1) Customer Service- (ITES/Aviation/Hospitality)2) HR Helpdesk or Employee services,3) Email/Chat/voice based support Preferred:- HR DomainProficiency in Google Suite (preferred) and/or MS Office, including Word and Excel
Customer Orientation, Centricity and Communication
• Exceptional customer service focus, including attention to detail and producing quality results
• Strong communication with superior verbal and written skills. Experience in wiriting Emails & Chat is preferred
• Ability to comprehend complex and variable Customer Queries
• Ability to summarize the situation and be able to articulate the response on the Query received
• Takes end-to-end Ownership and accountability of Customer Issues for resolution
• Ability to gauge the Customer’s sentiments & emotions
Problem Solving and Decision making
– Attention to detail
– Ability to unpack customer issue – Layer by layer
– Ability to navigate through unknown and look for solution
– Understand the root cause of the issue and ability to assess downstream impact to other processes
– Not hesitating to seek help, probing and going the extra mile to solve Googler issue
– Ability to do diagnostic work and process information logically
– Ability to make informed decisions (beyond structured setup ) in a timely manner with an understanding of the decision outcome
e.g- seeking support and additional information from other stakeholders and communicating the solution to requestors back
Aptitude & Logical Reasoning:
• Ability to intrepret Customer’s situation and connect the dots to the available resources & solution
• Requires good analytical skills in order to validate complex & dynamic queries
• Ability to prioritize & organize tasks
Ownership & accountability:
– Ability to take end-to-end ownership of a task and see it through completion
– Manage multiple handoffs and information flow from diverse sources
– Demonstrate accurate application of logical and analytical reasoning towards performing while data processing
FLEXIBLE WORK APPROVALS:
– Address Flexible work approval requests and validating based on predefined guidelines and protocols
– Provide support based on available resources and triage requests to respective POC for approvals (as per process requirements)
– Provide final confirmation on request post successful validation
– Prepare Flexible work specific documentations, review for accuracy managing document ratification
– Manage system specific data changes due to Flexibel work approvals ensuring zero impact to payroll
– Coordination with multiple stakeholders to manage escalations, sensitive inquiries, exception requests
LEAVE INFORMATION APPROVALS:
– Receive Leave request approvals and validate against pre-defined guidelines
– Check for leave information mapped in system and validate for regional compliance and business rules
– Approvals and confirmation of request post validation
– Interpretation of request and supporting requestor with available resources and guidance (as the case may be)
What we do ;
• Understand the context on query, determine the exact ask from requestor, research or troubleshoot the request and draft response as per defined guidelines
• Monitor and own the assigned cases/ tickets and ensure successful processing of the same adhering to the defined SLAs and case priority
• Receive, review, and process all relevant documentation attached in the queries pertaining to leave of absences, employee status changes etc.
• Participate and manage transactional activities pertaining to query resolution & follow-ups on information from required stakeholders
• Performing self checks on processed cases before responding to requestors to ensure response / actions are as per agreed standards
• Perform concentrated data entry related to specific data quality initiatives such as updating or correcting employee information on internal tools and applications
• Enable to build & maintain SOP’s by ensuring new learnings / scenarios are duly highlighted to the Process SMEs/ Leads to help knowledge capture
• Identify improvement opportunities to strengthen/ streamline existing processes following a continuous improvement culture
How we do :
- Ensure Standard Operating Procedures (SOP’s) guidelines are followed accurately during query resolution
• Ensure policy guidelines are accurately interpreted to Employees query and responded / actioned
• Adherence to customer experience guidelines while responding to tickets
• Follow FIFO principles while processing tickets
Graduate (Tech/ Non Technical background)
* Technical profile (e.g BE/B.Tech) With Minimum 6 Months of Relevant Experience.
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