Wipro Gurugram Hiring Production Agent L1 | Job ID 208800

Job Description

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.

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 identification 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 taken and total successful and unsuccessful resolutions
    • Follow standard processes and procedures to resolve all 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 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 for customers to speed up resolution
    • Identify red flags and escalate serious issues 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
    • Comply with service agreements to avoid legal challenges
  • Deliver excellent customer service through effective diagnosis and troubleshooting
    • Provide product support by diagnosing queries 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 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 retain customers and their business
    • Communicate ideas clearly and appropriately for each listener and situation
    • Follow up with scheduled call backs to record feedback and ensure compliance with contract SLAs
  • Build capability to ensure operational excellence and superior 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 or recommended by the client
    • Work with team leaders to identify training themes and learning gaps that better serve the client
    • Keep job knowledge current through self-learning and personal networks

Performance Measures

No Performance Parameter Measure
1 Process Number 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, number of technical trainings completed

Mandatory Skill: Investment Banking (Middle & Back Office)

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