Wipro Pune Hiring Production Agent L1 | Job ID 218402

Job Description

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

Core Responsibilities

Support the process by managing transactions to the required quality standards

• Take all incoming help requests from clients by telephone and/or email in a courteous manner
• Record end user details such as 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 taken, 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 the relevant product details to support better client interaction and troubleshooting
• Document and analyze call logs to identify the most frequent trends and prevent future problems
• Maintain and update self-help documents for customers to shorten 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 given 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 of client queries

• 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
• Keep logs and records of all customer queries as per standard procedures and guidelines
• Accurately process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions where appropriate to help retain customers and their business
• Communicate ideas and messages clearly to suit the listener and situation
• Make scheduled callbacks to customers to record feedback and ensure compliance with contract SLAs

Build capability to ensure operational excellence and maintain superior customer service levels for the existing account or client

• Complete product training 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 that better serve the client
• Keep your job knowledge current through self-learning and personal networks

Performance Measures

• Process: cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, Pulse score, customer feedback
• Self-management: productivity, efficiency, absenteeism, training hours, number of technical trainings completed