Wipro Gurugram Hiring Production Agent L1 | Customer Support

Job Description

The purpose of this role is to give 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
  • Answer 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 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 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 the relevant product details to support better client interaction and troubleshooting
  • Document and analyze call logs to spot the most frequent trends and prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution
  • Flag serious client issues and escalate them to the team leader when resolution is delayed
  • Make sure all product information and disclosures are given to clients before and after calls or email requests
  • Comply with service agreements to avoid legal challenges
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support by diagnosing the question 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
  • Keep logs and records of all 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 help retain customers and their business
  • Communicate ideas clearly and appropriately for the listener and the situation
  • Follow up with scheduled call backs to record customer feedback and ensure compliance with contract SLAs
• 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 as client requirements or recommendations dictate
  • Work with team leaders to identify training themes and learning issues that better serve the client
  • Build job knowledge through self-learning and personal networks

Performance Measures

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