Order Processing Specialist

hace 4 días


Xico, México Wipro Limited A tiempo completo
Job Description

We are seeking a skilled Order Processing Specialist to join our team at Wipro Limited. This role is responsible for providing effective technical support to the order-to-cash process and actively resolving client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities:

  • Manage transactions as per required quality standards, documenting 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, avoid legal challenges by complying with service agreements.

Requirements:

  • Familiarity with assigned processes, tools, and systems, demonstrating a range from foundation to competent levels.
  • Collaborative working, problem-solving and decision-making, attention to detail, execution excellence, client-centricity, and effective communication skills.

Performance Parameters:

  • No. 1 - Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.
  • No. 2 - Self Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed.

The salary for this position is estimated to be around $45,000-$55,000 per annum, depending on location and experience. If you are a motivated and detail-oriented individual looking to advance your career in order processing, we encourage you to apply.



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