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 resolve client issues 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, problem-solving steps 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 client problems effectively
  • Learn the 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 reduce resolution time
  • Flag 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 issues

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose client queries and guide users through step-by-step solutions
  • Help clients find their way around product menus and understand product features
  • Handle all client queries in a user-friendly, courteous and professional manner
  • Keep logs and records of all customer queries according to standard procedures
  • Process and record all incoming calls and emails accurately using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Communicate ideas clearly and appropriately for the listener and the situation
  • Follow up with scheduled call backs to record feedback and confirm compliance with contract SLAs

• Build capability to ensure operational excellence and maintain high service levels for the 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 help serve the client better
  • Keep your job knowledge current through self-learning and professional networks

Performance Measures

• Process: 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