Contract Operations Specialist
hace 2 días
**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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