Production Agent Job in Hyderabad at Wipro Technologies

Wipro is hiring for the role of Production Agent!

Responsibilities of the Candidate:

• Support process by managing transactions as per required quality standards:
  • Field 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 on availability in the RAVE system to ensure the 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 the most occurring trends to prevent future problems
  • Identify red flags and escalate serious client issues to the 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 a 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 calls and emails using the designated tracking software
  • Offer alternative solutions to clients to retain customers’ and clients’ business
  • Follow up and 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 of the existing account/client:
  • Undertake product training to stay current with product features, changes, and updates
  • Enroll in product-specific and any other training per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Requirements:

• Functional Competencies/Skill:
  • Process Knowledge – Knowledge of assigned processes, tools, and systems – Foundation to Competent
• Behavioral Competencies:
  • Collaborative working
  • Problem-solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication