Wipro Chennai Hiring Production Agent L1 | Apply by Nov 9

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 so that process SLAs are met.

Key Responsibilities

• Manage transactions to the required quality standards
  • Answer 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 problem
  • Update your availability in the RAVE system to keep the process productive
  • Record, track and document all queries, problem-solving steps taken 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 issues effectively
  • Learn relevant product details to improve client interaction and troubleshooting
  • Document and analyze call logs to identify common trends and prevent future problems
  • Maintain and update self-help documents for customers to reduce resolution time
  • 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

Customer Service and Troubleshooting

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose product issues 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
  • Maintain logs and records of 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 listeners in a manner suited to the situation
  • Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

Capability Building

• Build capability to keep operations excellent and customer service levels high for the existing account
  • Complete product trainings to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as required by the client
  • Work with team leaders to identify training themes and learning gaps that better serve the client
  • Keep job knowledge current 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