Wipro Hiring Production Agent L1 in Kolkata | Freshers Eligible

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
  • Take all 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 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 support better client interaction and troubleshooting
  • Review call logs to identify common trends and prevent future problems
  • Maintain and update self-help documents for customers to shorten resolution time
  • 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
  • Comply with service agreements to avoid legal challenges

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose client questions 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
  • Keep logs and records of all customer queries per standard procedures
  • 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
  • Communicate ideas clearly to listeners and in each situation
  • Follow up with scheduled callbacks to record feedback and confirm compliance with contract SLAs

• Build capability to ensure operational excellence and maintain 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 better serve the client
  • Keep your job knowledge current through self-learning and personal 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.

Mandatory Skills

Production Quality and Complaint Management (Medical Devices).

Reinvent your world. We are building a modern Wipro, an end-to-end digital transformation partner with the boldest ambitions. Join a business powered by purpose and a place that empowers you to design your own reinvention.