Wipro Gurugram Hiring Production Agent L1 | Freshers

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, so that process SLAs are met.

Support process by managing transactions to required quality standards

• Take 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 client queries within the SLAs defined in the contract.
• Use internal knowledge bases, resources and FAQs to resolve issues effectively.
• Learn relevant product details to improve 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.
• 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 issues.

Deliver excellent customer service through effective diagnosis and troubleshooting

• Diagnose client issues and guide users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all client queries in a friendly, courteous and professional manner.
• Maintain logs and records of customer queries per standard procedures.
• Accurately process and record all calls and emails using the designated tracking software.
• Offer alternative solutions where appropriate to retain customers and their business.
• Communicate clearly and tailor messages to the listener and situation.
• Follow up with scheduled call backs to record feedback and ensure SLA compliance.

Build capability for operational excellence and superior service levels

• Complete product trainings to stay current with features, changes and updates.
• Enroll in product-specific and other trainings as client requirements recommend.
• Work with team leaders to identify training themes and learning gaps that help serve the client better.
• Keep job knowledge current through self-learning and personal networks.

Deliver

Performance is measured on the following parameters:

• Process: 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.