Wipro Mumbai Hiring Production Agent L1 | Job ID 207171

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
  • 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 the process productive
  • Record, track and document all queries, problem-solving steps 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 client problems effectively
  • Learn relevant product details to improve client interactions and troubleshooting
  • Review call logs to identify common trends and prevent future problems
  • Maintain and update self-help documents to shorten resolution time
  • Flag serious client issues and escalate them 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
  • Stay compliant with service agreements to avoid legal challenges

• Deliver excellent customer service through effective diagnosis and troubleshooting
  • 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
  • Accurately process and record every call and email using the designated tracking software
  • Offer alternative solutions where appropriate to retain customers and their business
  • Organize ideas and communicate clearly with listeners in each situation
  • Make scheduled follow-up calls to record feedback and confirm compliance with contract SLAs

• Build capability to ensure operational excellence and high service levels for the existing account
  • Complete product training 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 that better serve the client
  • Keep your job knowledge current through self-learning and professional networks

Performance Measures

Performance is measured on the following parameters:

• 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