Wipro Gurugram Hiring Production Agent L1 | Apply Now

Job Description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either 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 telephone and/or email in a courteous manner
• Record end user details, including name, department, contact information and 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 resolve client problems effectively
• Learn appropriate product details to support better client interaction and troubleshooting
• Analyze call logs to identify recurring trends and prevent future problems
• Maintain and update self-help documents to speed up customer 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 given 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
• 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 appropriately for the audience and situation
• Make scheduled callbacks to customers to record feedback and ensure SLA compliance

Build capability to ensure operational excellence and 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 gaps to better serve the client
• Keep job knowledge current through self-learning and personal networks

Performance Measures

• Process: cases resolved per day, compliance to 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