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, so that process SLAs are met.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Answer 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 issue
  • Update your availability in the RAVE system to keep the process productive
  • Record, track and document all queries, the problem-solving steps taken and the successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries within the SLAs defined in the contract
  • Access and maintain internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn relevant product details to improve client interaction and troubleshooting
  • Review call logs to identify frequent trends and help prevent future problems
  • Maintain and update self-help documents for customers to reduce 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

Customer Service Delivery

• 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 queries in a courteous, professional and user-friendly manner
  • Keep logs and records of customer queries as per standard procedures and guidelines
  • Accurately process and record every incoming call and email using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate clearly and appropriately for each listener and situation
  • Follow up with scheduled call backs to record feedback and confirm compliance with contract SLAs

Capability Building

• 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
  • Keep your job knowledge current through self-learning and professional 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.