Global Risk Management Specialist

hace 3 semanas

Guadalajara, Jalisco, México Wipro Limited A tiempo completo
About the Role

We are seeking a skilled Global Risk Management Specialist to join our team at Wipro Limited. In this role, you will be responsible for providing technical support to processes and resolving client issues effectively.

Key Responsibilities

The ideal candidate will have knowledge of assigned processes, tools, and systems, with a strong focus on quality standards and compliance. Key responsibilities include:

  • Managing transactions as per required quality standards;
  • Documenting all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue;
  • Updating own availability in the RAVE system to ensure productivity of the process;
  • Recording, tracking, and documenting all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions;
  • Following standard processes and procedures to resolve all client queries;
  • Resolving client queries as per the SLAs defined in the contract;
  • Accessing and maintaining internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients;
  • Identifying and learning appropriate product details to facilitate better client interaction and troubleshooting;
  • Maintaining and updating self-help documents for customers to speed up resolution time;
  • Identifying red flags and escalating serious client issues to Team leaders in cases of untimely resolution;
  • Avoiding legal challenges by complying with service agreements;
Deliver Excellent Customer Service

The successful candidate will deliver excellent customer service through effective diagnosis and troubleshooting of client queries, providing product support and resolution to clients, assisting clients with navigating around product menus, and facilitating better understanding of product features. The role also involves maintaining logs and records of all customer queries as per standard procedures and guidelines, offering alternative solutions to clients where appropriate, and following up with scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.

Required Skills and Qualifications

To be successful in this role, you will need:

  • Process Knowledge: Knowledge of assigned process, tools, and systems, with a strong focus on quality standards and compliance;
  • Collaborative working skills;
  • Problem-solving and decision-making skills;
  • Attention to detail;
  • Execution Excellence;
  • Client (Internal) Centricity;
  • Effective Communication skills;
Benefits

This is an exciting opportunity to work with a leading company like Wipro Limited. As a Global Risk Management Specialist, you can expect:

  • A competitive salary range of $60,000 - $80,000 per annum, depending on location and experience;
  • A comprehensive benefits package, including health insurance, retirement savings, and paid time off;
  • Ongoing training and development opportunities to enhance your skills and knowledge;
  • A dynamic and supportive work environment that encourages collaboration and innovation;

We offer a salary range based on the Mexico city location and considering other factors. Please note that salaries may vary depending on individual circumstances.

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