Wipro is Hiring Production Agent L1 (Pune, Maharashtra)

Job Description

Role Purpose

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.

Mandatory Skills: L&P Policy Acquisition & Servicing

Key Responsibilities

Support the process by managing transactions to the required quality standards

• Handle incoming help requests from clients by phone and/or email in a courteous manner
• Record end user identification 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, the problem-solving steps taken, and the 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 support effective problem resolution
• 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 shared with clients before and after calls or email requests
• Comply with service agreements to avoid legal challenges

Deliver excellent customer service through effective diagnosis and troubleshooting

• Provide product support by diagnosing issues 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
• Maintain logs and records of 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 in different situations
• Follow up with scheduled callbacks to record feedback and ensure 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 per client requirements or recommendations
• Work with team leaders to identify training themes and learning gaps that help serve the client better
• Build job knowledge through self-learning and by maintaining professional networks

Performance Measures

• Process: cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, customer feedback
• Self-Management: productivity, efficiency, absenteeism, training hours, number of technical trainings completed