Wipro Hiring Production Agent L1 in Mumbai, Maharashtra

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 the required quality standards
  • Field 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 taken and successful and unsuccessful resolutions.
  • Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract.
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively.
  • Learn the relevant product details to support better client interaction and troubleshooting.
  • Review call logs to identify the most frequent trends and prevent future problems.
  • Maintain and update self-help documents to shorten resolution times.
  • Flag serious issues and escalate them 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 product issues 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 as per standard procedures and guidelines.
  • 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 adapt your messages to the listener and situation.
  • Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs.

• Build capability to maintain operational excellence and 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 per client requirements or recommendations.
  • 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 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.