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Engaged Employer

Wipro

Compare

3.7

based on 50.7k Reviews

473 Wipro Jobs

Production Agent

Wipro Limited

3.7

based on 50.7k Reviews

2-4 years

Coimbatore

1 vacancy

Production Agent

Wipro

posted 7d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Product Support Troubleshooting

Job Description

Role Purpose

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

Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLAs defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming call and email using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
Organize ideas and effectively communicate oral messages appropriate to listeners and situations
Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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

Undertake product trainings to stay current with product features, changes and updates
Enroll in product specific and any other trainings per client requirements/recommendations
Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
Update job knowledge by participating in self learning opportunities and maintaining personal networks.

Deliver / No. / Performance Parameter/ Measure -

1. Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback.

2. Self- Management - Productivity, efficiency, absenteeism, Training Hours, No of technical training completed.

Employment Type: Full Time, Permanent

Read full job description

Wipro Interview Questions & Tips

Prepare for Wipro Production roles with real interview advice

People are getting interviews at Wipro through

(based on 3.8k Wipro interviews)

Job Portal

Campus Placement

Company Website

Walkin

Referral

Recruitment Consultant

32%

16%

14%

11%

15% candidates got the interview through other sources.

High Confidence

What people at Wipro are saying

4.1

Rating based on 3 Production reviews

Anonymous · Production in Hyderabad/Secunderabad

Likes

Good environment and nice culture.teammates are supportive and the management is transparent.company policiesare good, appraisals are fair and they give good salary hikeand bonus every year.

Dislikes

Low salary is the major problem for freshers

Read 3 reviews