Wipro Bengaluru Hiring Production Agent L1 | ₹2,50,000

Job Description

The purpose of this role is to provide effective technical support to the process and resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

• Support the process by managing transactions to required quality standards
  • Handle all incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user details, including name, department, contact information and nature of the problem
  • Update your availability in the RAVE system to keep process productivity high
  • Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all 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 relevant product details to improve client interaction and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents for customers to reduce resolution time
  • Identify red flags and escalate serious issues to the team leader when resolution is delayed
  • Make sure all product information and disclosures are provided to clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Provide product support by diagnosing queries and guiding 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
  • Maintain logs and records of customer queries as per standard procedures and guidelines
  • Accurately process and record all incoming calls and emails using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate clearly and appropriately with listeners and in different situations
  • Follow up with scheduled call backs to record feedback and ensure SLA compliance

• Build capability to ensure operational excellence and maintain high service levels for the existing account
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as per client requirements or recommendations
  • Work with team leaders to identify training themes and learning issues to better serve the client
  • Keep job knowledge current through self-learning and personal networks

Performance Measures

Process: Number of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours, number of technical trainings completed.