Wipro is hiring for the position of Benefits Operations Administrator!

Responsibilities of the Candidate:

• Field all incoming help requests from clients via telephone and/ or emails in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Update on availability in the RAVE system to ensure the 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 the 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 Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/ email requests
• Avoid legal challenges and comply with service agreements
• Provide product support and resolution to clients and perform a question diagnosis and guide users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate a 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 the standard procedures and guidelines
• Accurately process and record all incoming calls and emails with help of the designated tracking software
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and the client’s business
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contract/ SLAs
• Undertake product training to stay current with product features, changes, and updates
• Enroll in product specifications and any other training 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