Wipro Production Agent L1 Jobs in Jaipur - Apply Now

Wipro Limited is a technology services and consulting company that helps clients with digital transformation across consulting, design, engineering, and operations.

Job Description

Role Purpose

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 all incoming help requests from clients by telephone and/or email in a courteous manner
• Record end user 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 within the SLAs defined in the contract
• Use internal knowledge bases, resources and FAQs to resolve issues 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 reduce resolution time
• Identify red flags and escalate serious issues to the team leader when resolution is delayed
• Make sure 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

• Diagnose client questions 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
• 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 retain customers and their business
• Communicate clearly and appropriately with listeners and in different situations
• Follow up with scheduled callbacks to record feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and maintain high customer service levels for the account

• Complete product trainings to stay current with features, changes and updates
• Enroll in product-specific and other trainings based on client requirements and recommendations
• Work with team leaders to identify training themes and learning gaps that better serve the client
• Build job knowledge through self-learning and professional 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 the number of technical trainings completed.

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