Wipro Kolkata Hiring Production Agent L1 | Job ID 210659

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 required quality standards
  • Handle 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 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 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
  • Analyze call logs to identify frequently occurring 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 provided 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
  • Diagnose client queries and guide 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 and guidelines
  • 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 clearly and appropriately to listeners and situations
  • Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs
• Build capability to ensure operational excellence and maintain 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
  • Partner with team leaders to identify training themes and learning issues to better serve the client
  • Build job knowledge 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 Skills: Billing, Metering.

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