Wipro Hyderabad Hiring Production Agent L1 | Apply Now

Job Description

The purpose of this role is to provide 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

• Handle incoming help requests from clients by telephone 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 support process productivity
• 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 improve 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
• 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 the question and guiding 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
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to retain customers and their business
• Communicate clearly and appropriately with listeners and in each situation
• Follow up with scheduled callbacks to record customer feedback and ensure SLA compliance

Build capability to ensure operational excellence and maintain superior 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 gaps that better serve the client
• Build job knowledge through self-learning and maintaining professional networks

Performance Measures

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