Wipro Hiring Associate – After Sales Support (Back Office) Role in Chennai | Apply Now
Associate – Wipro Limited (Chennai, India)
Requisition ID: 75470
Location: Chennai, India
Company: Wipro Limited
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting. Renowned for delivering innovative digital transformation solutions, Wipro empowers businesses across 65+ countries to become agile, competitive, and sustainable. With over 230,000 employees and partners worldwide, we help our clients achieve their boldest ambitions. Learn more at www.wipro.com.
Position Overview: Associate – After Sales Support (Back Office)
Wipro is looking for a dedicated and customer-oriented Associate to strengthen our After Sales Support operations in Chennai. This role involves providing effective technical and process support, resolving customer queries, and ensuring high-quality service delivery aligned with contractual SLAs.
Key Responsibilities
📌 Customer Interaction and Support
- Handle incoming customer requests via phone or email courteously and professionally.
- Gather and document relevant customer information including name, department, issue details, and contact data.
- Maintain availability status in internal systems (RAVE) to ensure optimal workflow.
- Record, track, and document all problem-solving steps, resolutions, and customer interactions.
- Provide accurate, complete, and timely responses to customer queries.
- Deliver customer service that meets or exceeds defined service level agreements (SLAs).
- Use internal knowledge bases, FAQs, and resources to assist in troubleshooting and issue resolution.
- Provide clients with complete product disclosures and information pre- and post-call/email.
- Adhere to all applicable compliance and legal protocols during interactions.
🧠 Troubleshooting and Problem Solving
- Perform accurate problem diagnostics and guide customers through step-by-step resolutions.
- Help users navigate product features and resolve technical or process-related issues.
- Identify recurring issues and flag them for proactive solution development.
- Create and maintain self-help content to improve resolution time and customer satisfaction.
- Escalate complex or unresolved issues to the team leader, ensuring timely follow-up.
🔄 Process Excellence and Documentation
- Accurately log and process all customer cases using standard tracking tools.
- Suggest process improvements based on issue patterns and customer feedback.
- Follow up on pending cases and record customer feedback to ensure SLA compliance.
- Maintain updated call logs and service records in line with organizational guidelines.
🎓 Continuous Learning and Capability Building
- Participate in mandatory product and process training to stay current with updates.
- Pursue supplementary training programs as recommended by the client or organization to enhance job effectiveness.
- Collaborate with team leads to identify common training gaps and learning opportunities.
- Stay informed through self-learning, peer knowledge sharing, and professional development.
Performance Metrics
| Category | Measurement Criteria |
|---|---|
| Process Metrics | Number of cases resolved daily, quality standards compliance, SLA adherence, Pulse scores, customer satisfaction ratings |
| Self-Management | Productivity, efficiency, attendance, training hours, number of completed technical trainings |
Mandatory Skills
- After Sales Support – Back Office
- Strong communication and interpersonal skills
- Problem-solving mindset with attention to detail
- Customer-first attitude and adaptability
Why Join Wipro?
At Wipro, we are committed to innovation and ongoing professional growth. As a purpose-driven organization, we provide our associates with the tools, training, and support needed to grow their careers and contribute meaningfully to our global vision.
What you’ll gain:
- A dynamic, inclusive work environment
- Opportunities for professional development
- The chance to work on industry-leading projects
- Exposure to global business processes and clients
- A culture rooted in integrity, innovation, and collaboration
Equal Opportunity & Accessibility Commitment
Wipro is an Equal Opportunity Employer. We embrace diversity and strive to create a welcoming and inclusive work environment for all employees. All qualified candidates will receive consideration for employment regardless of race, caste, religion, gender, age, marital status, disability, sexual orientation, or any other protected status.
We also prioritize accessibility and offer reasonable accommodations to individuals with disabilities throughout the hiring process. If accommodations are required, please notify us in advance so we can review and respond accordingly.
Important Applicant Information
Please beware of fraudulent emails or job offers claiming to be from Wipro. For any such concerns, write to: helpdesk.recruitment@wipro.com. Do not send resumes to this address, as it is not monitored for applications.
If you wish to report any unethical or unfair hiring practices, please reach out to our Ombuds Group at: ombuds.person@wipro.com.
Ready to make an impact? Apply now and become a part of Wipro’s global transformation journey.