Job Opportunities in India


September 10, 2024

Wipro Limited

Production Agent

  • Hyderabad, India
  • DOP
  • 2843281
Job Description
Role Purpose


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

Do
Support process by managing transactions as per requiredquality standards
Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
Update own availability in the RAVE system to ensureproductivity 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 clientqueries
Resolve client queries as per the SLA’s defined in thecontract
Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends toprevent future problems
Maintain and update self-help documents for customers to speedup resolution time
Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
Ensure all product information and disclosures are given toclients before and after the call/email requests
Avoids legal challenges by complying with service agreements


Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus andfacilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteousand professional manner
Maintain logs and records of all customer queries as per thestandard procedures and guidelines
Accurately process and record all incoming call and email usingthe designated tracking software
Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs


Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
Undertake product trainings to stay current with productfeatures, changes and updates
Enroll in product specific and any other trainings per clientrequirements/recommendations
Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client
Update job knowledge by participating in self learningopportunities and maintaining personal networks


Stakeholder Interaction



Stakeholder Type


Stakeholder Identification


Purpose of Interaction


Internal


Team Leaders


Performance review


HR

Hiring and employee engagement and retention

Training Team


Capability development


Technical Lead


Training, issue escalation/ resolution


External


Client


Query Resolution



Display



Lists the competencies required to perform this role effectively:



  • Functional Competencies/ Skill
    • Process Knowledge – Knowledge of assigned process, tools andsystems – Foundation to Competent


Competency Levels

Foundation


Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.


Competent


Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.


Expert


Applies the competency in all situations and is serves as a guide toothers as well.


Master


Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognizedwithin the entire organization.



  • Behavioral Competencies
    • Collaborative working
    • Problem solving and decision making
    • Attention to Detail
    • Execution Excellence
    • Client (Internal) Centricity
    • Effective Communication


Deliver



No.


Performance Parameter


Measure


1.


Process


No. of cases resolved per day, compliance to process and qualitystandards, meeting process level SLAs, Pulse score, Customer feedback


2.


Self- Management


Productivity, efficiency, absenteeism, Training Hours, No oftechnical training completed



Geographic Info. Systems(Car support)

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Latest Job Opportunities


October 19, 2024

Seacom Group
Training and Placement Officer

FULL TIME & OTHER

View Details

October 19, 2024

Hemocean outsourcing
Tele Caller Evecutive

OTHER & FULL TIME

View Details

October 19, 2024

Quincare Pharmaceuticals Private Limited
Medical Representative

Bankura

FULL TIME

View Details

October 19, 2024

DTC Projects (P) Ltd.
Sales Executive

OTHER & FULL TIME

View Details

October 19, 2024

DTC Projects (P) Ltd.
Junior Accounts Executive

OTHER & FULL TIME

View Details

October 19, 2024

Hind Palace Pvt. Ltd.
Maintenance Supervisor

FULL TIME

View Details

October 19, 2024

Hind Palace Pvt. Ltd.
Chinese Chef

FULL TIME

View Details

October 19, 2024

beanstalk studio
Textile Designer

FULL TIME

View Details

October 19, 2024

Label Unallume Private Limited
Pattern Making Master

FULL TIME

View Details

October 19, 2024

Khwahish
Digital Marketing Assistant

FULL TIME & OTHER

View Details

Similar Jobs


November 30, 2022

Siara Hotels
Food & Beverage Production

Silchar

View Details

September 10, 2024

Pure Natural Products
PRODUCTION CHEMIST
View Details

September 10, 2024

BaassFx
Production Supervisor

Curchorem

FULL TIME & OTHER

View Details

September 10, 2024

The Woodenstreet Furniture's Pvt.Ltd.
Production Executive

FULL TIME

View Details

June 28, 2024

Rausheena Udyog ltd-Engineering Division
Production Executive

FULL TIME

View Details

New Jobs from This Company


October 18, 2024

Wipro Limited
Google Cloud DevOps
View Details

October 17, 2024

Wipro Limited
Production Agent
View Details

October 17, 2024

Wipro Limited
Production Agent
View Details

October 17, 2024

Wipro Limited
Solution Architect
View Details

October 17, 2024

Wipro Limited
Infographics Designer
View Details