Wipro Chennai Hiring Production Agent L1 | Apply Now

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

• Support the process by managing 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 all 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 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 speed up resolution
  • Identify red flags and escalate serious 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
  • Stay compliant with service agreements to avoid legal challenges

Customer Service and Troubleshooting

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support by diagnosing issues 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
  • 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 and orally, adapting to the listener and situation
  • Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

Operational Excellence and Training

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

Performance Measures

Performance is measured on the following parameters:

• 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

About Wipro

Wipro Limited is a technology services and consulting company that builds digital transformation solutions across consulting, design, engineering and operations. It has over 230,000 employees and business partners in 65 countries.