Wipro Hiring Production Agent L1 in Kolkata | Customer Service Helpdesk

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, so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Handle all incoming help requests from clients by telephone and/or email in a courteous manner
  • Document all relevant end user details, including name, department, contact information and the nature of the problem
  • Update your own availability in the RAVE system to keep the process productive
  • Record, track and document all queries, the problem-solving steps taken, and total 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 problems effectively
  • Identify and learn the relevant product details to support better client interaction and troubleshooting
  • Document and analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client 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 email requests
  • Avoid legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution 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 all customer queries according to standard procedures and guidelines
  • 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
  • Organize ideas and communicate clearly to suit listeners and situations
  • 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 per client requirements or recommendations
  • Work with team leaders to identify training themes and learning issues that better serve the client
  • Build job knowledge through self-learning and by maintaining professional networks

Performance Measures

Process performance is measured by cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score and customer feedback. Self-management is measured by productivity, efficiency, absenteeism, training hours and the number of technical trainings completed.