Wipro Hiring Production Agent L1 in Chennai, Tamil Nadu

Job Description

Role Purpose

This role provides effective technical support to the process and resolves client issues directly or escalates them in a timely way to meet process SLAs.

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 and successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve client queries
• 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 interactions and troubleshooting
• Review call logs to identify common trends and prevent future problems
• Maintain and update self-help documents for customers to shorten resolution times
• Flag serious issues and escalate them to the team leader when resolution is delayed
• Make sure 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

• 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 friendly, courteous and professional manner
• Keep logs and records of customer queries according to standard procedures and guidelines
• Accurately process and record every incoming call and email using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Communicate ideas clearly and adapt your messages to the listener and situation
• Follow up with scheduled call backs to collect feedback and confirm compliance with contract SLAs

Build capability to ensure operational excellence and high service levels for the existing account

• Complete product training to stay current with features, changes and updates
• Enroll in product-specific and other trainings as required or recommended by the client
• Work with team leaders to identify training themes and learning gaps that improve client service
• Keep your job knowledge current through self-learning and professional 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