Wipro Hiring Production Agent L1 in Kolkata | Customer Support

Job Description

The purpose of the 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.

Core Responsibilities

• Support the process by managing transactions to the required quality standards
  • Answer incoming help requests from clients by phone and/or email in a courteous manner
  • Record end user identification 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 taken 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 interaction and troubleshooting
  • Analyze call logs to identify recurring trends and prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution
  • Identify red flags and escalate serious issues to the Team Leader when resolution is delayed
  • Make sure all product information and disclosures are provided 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
  • Diagnose client queries and guide 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 per standard procedures and guidelines
  • 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 oral messages clearly and appropriately for listeners and situations
  • Make scheduled callbacks to record feedback and ensure compliance with contract SLAs

• Build capability to ensure operational excellence and maintain 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 gaps
  • Keep job knowledge current through self-learning and personal networks

Performance Measures

Mandatory Skills: Customer Service Helpdesk

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