Wipro Hiring Production Agent L1 in Manjakkudi | Tamil Nadu

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 required quality standards

• Take all incoming help requests from clients by phone and/or email in a courteous manner.
• Record end user details such as name, department, contact information and the nature of the problem.
• Update your own availability in the RAVE system to keep process productivity up.
• Record, track and document all queries, problem-solving steps taken and successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries within the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and FAQs to resolve client problems effectively.
• Learn relevant product details to support better client interaction and troubleshooting.
• Document and analyze call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents for customers to shorten resolution time.
• Identify red flags and escalate serious client issues to the team leader when resolution is delayed.
• Make sure all product information and disclosures are given 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 of client queries

• Provide product support by diagnosing questions and guiding users through step-by-step solutions.
• Help clients find their way through 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 as per standard procedures and guidelines.
• Accurately process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions where appropriate to help retain customers and their business.
• Communicate ideas and messages clearly, suited to the listener and situation.
• Follow up with scheduled callbacks to record customer feedback and ensure SLA compliance.

Build capability to ensure operational excellence and maintain high customer 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 issues that better serve the client.
• Keep your job knowledge current through self-learning and personal 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 number of technical trainings completed.

Mandatory skill: Invoice to Pay (Transactional Accounting).