Wipro Pune Hiring Production Agent L1 | Customer Service

Job Description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities

Support the process by managing transactions to required quality standards

• Answer 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 client queries
• 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 support better client interaction and troubleshooting
• Document and analyze call logs to identify recurring trends and prevent future problems
• Maintain and update self-help documents to speed up customer resolution
• 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

• Provide product support by diagnosing questions 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 following standard procedures
• 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 to listeners in a way suited to the situation
• Follow up with scheduled call backs to record feedback and ensure SLA compliance

Build capability to ensure operational excellence and maintain customer service levels

• Complete product training to stay current with features, changes and updates
• Enroll in product-specific and other trainings as client requirements recommend
• Work with team leaders to identify training themes and learning gaps
• Build job knowledge through self-learning and personal networks

Performance Measures

Process performance is measured by cases resolved per day, process and quality compliance, process-level SLAs, Pulse score and customer feedback. Self-management is measured by productivity, efficiency, absenteeism, training hours and technical training completed.