Contract Administrator

hace 1 semana


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

Job Title: Contract Administrator

Job Summary:

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

Key Responsibilities:

  • Support process by managing transactions as per required quality standards
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
  • Update own 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 SLAs 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
  • Avoids legal challenges by complying with service agreements

Requirements:

  • Process Knowledge - Knowledge of assigned process, tools, and systems - Foundation to Competent
  • Behavioral Competencies - Collaborative working, Problem solving and decision making, Attention to Detail, Execution Excellence, Client (Internal) Centricity, Effective Communication

Deliverables:

  • No. 1. Process
  • No. 2. Self-Management

Wipro Limited is an Equal Opportunity Employer.


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