Wipro Mumbai Hiring Production Agent L1 | Customer Support

Job Description

Role Purpose

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 the required quality standards

• Field all incoming help requests from clients by phone and/or email in a courteous manner
• Record end user identification details, including name, department, contact information and the nature of the issue
• Update your availability in the RAVE system to keep process productivity high
• Record, track and document all queries, problem-solving steps and total 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 interactions and troubleshooting
• Document and analyze call logs to identify recurring 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 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 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
• Maintain 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 retain customers and their business
• Organize ideas and communicate clearly in a way suited to the listener and situation
• Make scheduled callbacks to customers to record feedback and confirm 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 per client requirements or recommendations
• Work with team leaders to identify training themes and learning gaps that better serve the client
• Keep job knowledge current through self-learning and personal networks

Performance Measures

Mandatory Skills: HRO

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