Production Agent L1 Jobs at Wipro in Jaipur - Apply Now

The purpose of this role is to give effective technical support to the process and resolve client issues directly or through timely escalation, so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Take all incoming help requests from clients by phone and/or email, in a courteous manner
  • Record end user details such as name, department, contact information and the nature of the issue
  • Keep your availability updated in the RAVE system to support process productivity
  • Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources and FAQs to resolve client problems effectively
  • Learn the relevant product details to improve client interaction and troubleshooting
  • Document and analyze call logs to spot common trends and prevent future problems
  • Maintain and update self-help documents for customers to shorten resolution time
  • Identify red flags and escalate serious issues to the team leader when resolution is delayed
  • Make sure product information and disclosures are shared with clients before and after calls or emails
  • Comply with service agreements to avoid legal issues

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Keep logs and records of customer queries according to standard procedures
  • Process and record all incoming calls and emails accurately using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate ideas clearly and appropriately for the listener and situation
  • Follow up with scheduled call backs to collect feedback and confirm compliance with contract SLAs

• Build capability to maintain operational excellence and high customer service levels for the account
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as required or recommended by the client
  • Work with team leaders to identify training themes and learning gaps that improve client service
  • Keep your job knowledge current through self-learning and professional networks

Performance Measures

Mandatory skill: Customer Service (Product and Service).