SME - L4

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SME - L4

3/7/25

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Role Purpose

The purpose of this role to deliver great customer service/experience by effectively acknowledging, tracking, and prioritizing all client cases as per the regulatory guidelines, and ensuring resolution as per the defined SLAs, by allocating the same to the relevant support team.   ͏

Do

Ensure operational excellence through contract and regulatory compliance, effective case acknowledgment, tracking, prioritization, system updation, and reporting

Acknowledge client cases as per the SLA’s defined in the contract  Access client tool and log all incoming client cases accurately on the internal tool as per contract  Accurately document all pertinent case information such as case number, case type, etc. of daily cases received  Follow standard processes and procedures to track and prioritize all client cases Accurately update the internal tool with daily cases and forward the same to respective agents and QAs Access and maintain internal knowledge bases, resources and frequently asked questions to aid in effective case logging and prioritization  Maintain and timely update internal tool for agents to speed up response time Identify