Wipro Kolkata Hiring Production Agent L1 | Job ID 209692

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

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 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 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 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 for customers to speed up resolution
• Identify red flags and escalate serious client issues to the team leader when resolution is delayed
• Make sure 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 of client queries

• 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 customer queries according to standard procedures and guidelines
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to help retain customers and their business
• Organize ideas and communicate clearly to suit the listener and situation
• Make scheduled call backs to customers to collect feedback and ensure compliance with contract SLAs

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 by the client
• Work with team leaders to identify training themes and learning gaps to 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.

Mandatory skill for this role: Claims Processing.

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