Wipro Bhubaneswar Hiring Production Agent L1 | Odisha

Job Description

The purpose of this role is to give 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 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
  • Update your availability in the RAVE system to keep the process productive
  • 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
  • Access and maintain internal knowledge bases, resources and FAQs to help resolve client issues effectively
  • Learn relevant product details to support better client interaction and troubleshooting
  • Document and analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution
  • Identify red flags and escalate serious client issues to the Team Leader when resolution is delayed
  • Make sure all product information and disclosures are shared with clients before and after calls or emails
  • Comply with service agreements to avoid legal challenges
• 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 all customer queries according to standard procedures
  • 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 ideas clearly to suit the listener and situation
  • Make scheduled call backs to record customer feedback and confirm compliance with contract SLAs
• Build capability to ensure operational excellence and maintain superior service levels for the 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 gaps that better serve the client
  • Build job knowledge through self-learning and personal networks

Performance Measures

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

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

Mandatory Skills: Production Quality and Complaint Management (Medical Devices).