Wipro Hyderabad Hiring Production Agent L1 | Job ID 208175

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 the required quality standards

• Answer 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 availability in the RAVE system to keep the process productive
• Log and track all queries, the 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
• Use internal knowledge bases, resources and FAQs to resolve client problems effectively
• Learn relevant product details to improve client interaction and troubleshooting
• Review call logs to identify the most frequent trends and prevent future problems
• Maintain and update self-help documents for customers to speed up resolution
• Flag serious client issues and escalate them 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

• Diagnose client questions and guide users through step-by-step solutions
• Help clients navigate 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
• 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 ideas and messages clearly, suited to the listener and situation
• Follow up with scheduled call backs to record feedback and ensure SLA compliance

Build capability to ensure operational excellence and maintain high customer 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 by the client
• 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.

Mandatory skill: Content Moderation.