Wipro Kolkata Hiring Production Agent L1 | Job ID 209684

Job Description

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.

Key Responsibilities

Support the process by managing transactions to required quality standards

• Take all incoming help requests from clients by phone and/or email in a courteous manner
• Record end user details such as 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 and 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 resolve client problems effectively
• 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 shorten 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 given to 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 questions and guiding users through step-by-step solutions
• Help clients navigate product menus and understand product features
• Troubleshoot all client queries in a courteous, professional and user-friendly manner
• Keep 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
• Organize ideas and communicate clearly with listeners in different situations
• Make scheduled call backs to customers to collect feedback and check compliance with contract SLAs

Build capability to ensure operational excellence and maintain high 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 client requirements or recommendations call for
• Work with team leaders to identify training themes and learning issues that better serve the client
• 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.