Ir para o conteúdo principal

Vagas: assist customer service - Ponta Grossa, PR

Crie seu currículo - Seja encontrado pelas empresas!

Vagas: assist customer service - Ponta Grossa, PR

Ordenar por: -
6 vagas

Empresas populares contratando agora


Job Post Details

Agente - job post

Wipro Limited
3.8 out of 5
Curitiba, PR
Crie uma conta do Indeed antes de continuar a candidatura no site da empresa.


Curitiba, PR

Descrição completa da vaga

  • Curitiba, Brazil
  • DOP
  • 3085689

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.


Support process by managing transactions as per required quality standards
Fielding 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 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 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
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performing a 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 the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
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

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction


Team Leaders

Performance review


Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution



Query Resolution


Lists the competencies required to perform this role effectively:

  • Functional Competencies/ Skill
    • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent

Competency Levels


Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.


Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.


Applies the competency in all situations and is serves as a guide to others as well.


Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

  • Behavioral Competencies
    • Collaborative working
    • Problem solving and decision making
    • Attention to Detail
    • Execution Excellence
    • Client (Internal) Centricity
    • Effective Communication



Performance Parameter




No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback


Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Retail Banking(Card Operations)

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.
Seja encontrado pelas empresasCadastre seu currículo, é grátis!