Wipro is Hiring Production Agent L1 (Pune, Maharashtra)

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 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 keep the process productive.
• Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve every client query.
• Resolve client queries within the SLAs defined in the contract.
• Use internal knowledge bases, resources and FAQs to resolve issues effectively.
• Learn the 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 to shorten resolution times.
• 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

• 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.
• 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 clearly and adapt your message to the listener and situation.
• Make scheduled call backs to record feedback and confirm compliance with contract and SLA requirements.

Build capability to ensure operational excellence and maintain high 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 required or recommended 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 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.