Wipro is Hiring Production Agent L1 in Kolkata, West Bengal

Job Description

The purpose of this role is to provide effective technical support for 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, including name, department, contact information and the nature of the issue
• Keep your availability updated in the RAVE system to support process productivity
• Record, track and document all queries, problem-solving steps 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 problems effectively
• Learn the relevant product details to improve client interaction and troubleshooting
• Review 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 issues to the Team Leader when resolution is delayed
• Make sure 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 client queries and guide users through step-by-step solutions
• Help clients find their way around product menus and understand product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Keep logs and records of customer queries according to standard procedures and guidelines
• 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 the situation
• Make scheduled callbacks to customers to collect feedback and confirm compliance with contract SLAs

Build capability to ensure operational excellence and superior 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 required or recommended by the client
• Work with team leaders to identify training themes and learning gaps that improve client service
• Keep your job knowledge current through self-learning and personal networks

Performance Measures

• Process: number of 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