Wipro is Hiring Production Agent L1 in Mumbai | Apply Now

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

• Manage transactions to the required quality standards
  • Take 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 support process productivity.
  • Record, track and document all queries, the problem-solving steps taken and the 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 common trends and prevent future problems.
  • Maintain and update self-help documents for customers to shorten resolution times.
  • Flag serious or slow-to-resolve issues and escalate them to the team leader.
  • Make sure all product information and disclosures are shared with clients before and after calls or emails.
  • Comply with service agreements to avoid legal issues.
• Deliver strong customer service through diagnosis and troubleshooting
  • Diagnose client issues and guide users through step-by-step solutions.
  • Help clients navigate product menus and understand product features.
  • Troubleshoot all queries in a user-friendly, courteous and professional manner.
  • Keep accurate logs and records of customer queries as per standard procedures.
  • 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 organise ideas so they suit the listener and the situation.
  • Make scheduled call backs to record feedback and confirm compliance with contract SLAs.
• Build capability for operational excellence and high service levels
  • Complete product trainings to stay current with features, changes and updates.
  • Take part in product-specific and other trainings as required by the client.
  • Work with team leaders to identify training themes and learning gaps that help serve the client better.
  • Keep building job knowledge through self-learning and professional 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 the number of technical trainings completed.