Wipro Hiring Production Agent L1 in Kolkata | Freshers Eligible

Job Description

The Production Agent role provides effective technical support to the process and resolves client issues directly or through timely escalation to meet process SLAs.

Key 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 details, including name, department, contact information and the nature of the issue.
• 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 problems effectively.
• Learn relevant product details to improve client interaction and troubleshooting.
• Document and analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents to shorten resolution times.
• Identify red flags and escalate serious issues to the Team Leader when resolution is delayed.
• Make sure product information and disclosures are shared with clients before and after calls or emails.
• Comply with service agreements to avoid legal issues.

Deliver excellent customer service through effective diagnosis and troubleshooting

• Provide product support by diagnosing issues and guiding users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all queries in a friendly, courteous and professional manner.
• Keep logs and records of customer queries according to standard procedures.
• 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 clearly and appropriately with listeners in every situation.
• Follow up with scheduled call backs to collect feedback and confirm compliance with contract and SLAs.

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

• Complete product trainings 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 to better serve the client.
• Build job knowledge through self-learning and professional networks.

Performance Measures

• Process: Cases resolved per day, compliance with process and quality standards, process-level SLAs, Pulse score and customer feedback.
• Self-management: Productivity, efficiency, absenteeism, training hours and technical training completed.