Wipro Hiring Production Agent L1 in Kolkata, West Bengal

Job Description

The purpose of this 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.

Key Responsibilities

• Manage transactions to required quality standards
  • Handle 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 contracted SLAs
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn 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 to shorten resolution time
  • 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
  • Comply with service agreements to avoid legal challenges

Customer Service and Troubleshooting

• Deliver strong customer service through accurate diagnosis and troubleshooting
  • Diagnose client issues and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Handle all queries in a user-friendly, courteous and professional manner
  • Keep logs and records of customer queries as per standard procedures
  • Process and record all incoming calls and emails using the designated tracking software
  • Offer alternative solutions where appropriate to retain client business
  • Communicate clearly and appropriately with listeners and in different situations
  • Make scheduled callbacks to record feedback and confirm compliance with contract SLAs

Capability Building

• Maintain operational excellence and high service levels for the client account
  • Complete product training to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as per client requirements
  • Work with team leaders to identify training themes and learning gaps
  • Keep job knowledge current through self-learning and professional networks

Performance Measures

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