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:
- Support process by managing transactions as per required quality 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 the contract
- 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 to prevent 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 to clients 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 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 andmaintain 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 clientrequirements/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
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