Customer Service Representative 1 1

Wipro • Atlanta, GA

1d

About The Position

The Customer Service Representative provides effective technical support to the process and resolves client issues directly or through timely escalation to meet process service-level agreements (SLAs). The role handles customer queries by telephone and email, diagnoses and troubleshoots issues, explains product features, and guides users through step-by-step solutions. It also supports operational quality and customer service through accurate case handling, documentation, follow-up, and ongoing product learning.

Requirements

• Mandatory skill: Retail Banking (BA).

Responsibilities

• Manage process transactions according to required quality standards and standard procedures.
• Respond courteously to client requests received by telephone or email and document relevant customer identification and issue details.
• Update availability in the RAVE system and record, track, and document queries, troubleshooting steps, and resolutions in designated systems.
• Resolve client queries within contract-defined SLAs and escalate serious or untimely issues to the Team Leader.
• Use internal knowledge bases, resources, and FAQs to support effective problem resolution; learn product details to improve customer interactions.
• Diagnose and troubleshoot client queries, guide users through step-by-step solutions, and help them navigate product menus and features.
• Maintain and analyze call logs to identify recurring trends and help prevent future problems; update customer self-help documents.
• Provide required product information and disclosures before and after calls or email requests, and comply with service agreements.
• Offer alternative solutions when appropriate to retain customers and client business.
• Communicate clearly and appropriately with customers, and make scheduled follow-up calls to collect feedback and check compliance with contracts and SLAs.
• Complete product and other required training to stay current with product features, changes, and updates.
• Work with team leaders to identify training themes and learning needs; participate in self-learning and maintain professional networks.

Benefits

• Medical benefits options
• Dental benefits options
• Disability insurance
• Paid time off, inclusive of sick leave
• Other paid and unpaid leave options

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed