Wipro Kochi Hiring Production Agent L1 | Freshers Eligible

Job Description

The purpose of this role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

Key Responsibilities

• Support the process by managing transactions to the required quality standards
  • Handle all 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 problem
  • Update your availability in the RAVE system to keep the process productive
  • Record, track and document all queries, problem-solving steps taken, and successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve client queries
  • Resolve client queries within the SLAs defined in the contract
  • Use internal knowledge bases, resources and FAQs to resolve issues effectively
  • Learn product details to support better client interaction and troubleshooting
  • Review call logs to identify frequent trends and prevent future problems
  • Maintain and update self-help documents to speed up resolution time
  • Flag serious or untimely 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
  • Stay compliant with service agreements to avoid legal challenges

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Provide product support by diagnosing queries 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 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 ideas and messages clearly to suit the listener and situation
  • Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

• Build capability to ensure operational excellence and high customer service levels for the existing account
  • Complete product trainings to stay current with features, changes and updates
  • Enrol in product-specific and other trainings as required by the client
  • Work with team leaders to identify training themes and learning gaps
  • Keep job knowledge current through self-learning and personal networks

Performance Measures