Contract Operations Specialist

hace 2 días


San José, San José, Costa Rica Wipro Limited A tiempo completo

**Job Description**

We are seeking a highly skilled Contract Administrator to join our team at Wipro Limited. As a key member of our operations team, you will be responsible for providing technical support to clients and resolving issues in a timely manner.

**Key Responsibilities:**

- Provide effective technical support to clients, including managing transactions and resolving issues.

- Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue.

- Update your 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.

- Avoid legal challenges by complying with service agreements.

Deliver Excellent Customer Service:

- Provide product support and resolution to clients by performing 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 standard procedures and guidelines.

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

Build Capability to Ensure Operational Excellence and Maintain Superior Customer Service Levels:

- 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.

Competencies Required:

- 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

**Performance Parameters:**

- Number of cases resolved per day

- Compliance to process and quality standards

- Meeting process level SLAs

- Pulse score

- Customer feedback

$60,000 - $80,000 per annum, depending on experience.



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