Wipro Recruitment | Production Agent | Any Graduate/ PG

Wipro Limited is an Indian multinational corporation that provides information technology, consulting and business process services. Thierry Delaporte is serving as CEO and managing director of Wipro since July 2020. – WIKI

Wipro Recruitment:

Company name: Wipro
Website: wipro.com
Job Position: Production Agent
Location: Hyderabad
Job Type: Full time
Experience: 0 – 6 Months
Qualification: Any Graduate/ PG
Batch: 2016/ 2017/ 2018/ 2019/ 2020/ 2021/ 2022
Salary: Up to 4 LPA (Expected)

Role Purpose:

1. Support process by managing transactions as per required quality standards
   1. Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
   2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
   3. Update own availability in the RAVE system to ensureproductivity of the process
   4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
   5. Follow standard processes and procedures to resolve all clientqueries
   6. Resolve client queries as per the SLA’s defined in the contract
   7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
   8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
   9. Document and analyze call logs to spot most occurring trends to prevent future problems
   10. Maintain and update self-help documents for customers to speedup resolution time
   11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
   12. Ensure all product information and disclosures are given to clients before and after the call/email requests
   13. Avoids legal challenges by complying with service agreements

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

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

We believe you have applied successfully for Wipro – Production Agent. If you are facing any problems while applying please mention them in the comment’s section.

Sutherland is hiring for Associate| Work From Home | 12th Pass