Business Development Specialist - Outbound Sales

Wipro•Dallas, TX

1d•Onsite

About The Position

Wipro Limited is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging its holistic portfolio of capabilities in consulting, design, engineering, and operations, Wipro helps clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, Wipro delivers on the promise of helping its customers, colleagues, and communities thrive in an ever-changing world. 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. This involves managing transactions, fielding incoming help requests via telephone and/or emails, documenting information, updating availability, recording and tracking queries, following standard processes, resolving client queries as per SLA, accessing and maintaining knowledge bases, identifying product details, documenting and analyzing call logs, maintaining self-help documents, identifying red flags and escalating issues, ensuring product information and disclosures are given to clients, avoiding legal challenges by complying with service agreements, delivering excellent customer service, providing product support and resolution, assisting clients with navigating product menus, troubleshooting client queries, maintaining logs and records, processing and recording incoming calls and emails, offering alternative solutions, organizing ideas and communicating effectively, following up with customers, building capability for operational excellence, undertaking product trainings, enrolling in trainings, partnering with team leaders, and updating job knowledge. This role also involves outbound prospecting and lead follow-ups, qualifying leads by business need, authority, timing, pain points and solution fit, using campaign data, digital intent signals and account intelligence, identifying opportunities across the AT&T solution portfolio, maintaining CRM hygiene and accurate dispositions, routing qualified opportunities with complete handoff notes, sharing conversion insights and campaign feedback, ensuring follow-up SLA compliance, developing and executing client engagement plans, reaching out to clients and scheduling meetings for Sellers, providing Sellers with complete client, account and opportunity knowledge, and tracking and reporting clients reached, appointments scheduled and appointments attended by clients.

Requirements

Customer Service
B2B, Inside Sales, SDR/BDR or Telecom Sales; SaaS, technology sales and enterprise services exposure preferred
Mandatory Skills: Customer Service
Experience: 1-3 Years

Nice To Haves

B2B, Inside Sales, SDR/BDR or Telecom Sales; SaaS, technology sales and enterprise services exposure preferred

Responsibilities

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 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
Conduct outbound prospecting and lead follow-ups
Qualify leads by business need, authority, timing, pain points and solution fit
Use campaign data, digital intent signals and account intelligence
Identify opportunities across the AT&T solution portfolio
Maintain CRM hygiene and accurate dispositions
Route qualified opportunities with complete handoff notes
Share conversion insights and campaign feedback
Ensure follow-up SLA compliance
Develop and execute client engagement plans
Reach out to clients and schedule meetings for Sellers
Provide Sellers with complete client, account and opportunity knowledge to support sales closure
Track and report clients reached, appointments scheduled and appointments attended by clients