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Production Agent

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Wipro

11d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Hyderabad, +1

AI generated summary

  • You need process knowledge, collaboration skills, problem-solving ability, attention to detail, execution excellence, client-centricity, and effective communication.
  • You will manage client queries via calls/emails, document issues, provide technical support, troubleshoot, update records, and collaborate with team leaders for training and process improvement.

Requirements

  • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Responsibilities

  • Support process by managing transactions as per required quality standards
  • Fielding 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 own availability in the RAVE system to ensure 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 SLA’s 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 most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to 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 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 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 and maintain 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 client requirements/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
  • 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

FAQs

What is the location for the Production Agent role?

The role is based in Hyderabad, India.

What are the main responsibilities of a Production Agent?

The main responsibilities include managing transactions with quality standards, fielding incoming help requests from clients, resolving client queries as per SLAs, and documenting problem-solving steps.

What qualifications are required for the Production Agent position?

While specific qualifications are not listed, having knowledge of assigned processes, tools, and systems is essential.

What skills are necessary for success in this role?

Necessary skills include problem-solving, effective communication, attention to detail, collaboration, and execution excellence.

How is performance measured for a Production Agent?

Performance is measured by the number of cases resolved per day, compliance to process and quality standards, and customer feedback.

What kind of training is provided to Production Agents?

Production Agents receive product-specific training and ongoing training based on client requirements to stay updated with product features and changes.

Who will Production Agents interact with?

Production Agents will interact with internal stakeholders like Team Leaders, HR, and the Training Team, as well as external clients for query resolution.

Are there opportunities for career growth in this role?

Yes, there are opportunities for career growth as Agents can update their knowledge and skills through training and can demonstrate their competencies at various levels.

What are the working conditions for this role?

The specific working conditions are not detailed, but the role generally requires managing client interactions through telephone and email in a professional environment.

Is Wipro an equal opportunity employer?

Yes, Wipro is an Equal Opportunity Employer and considers all qualified applicants without regard to various protected characteristics.

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Wipro

Technology
Industry
10,001+
Employees
1945
Founded Year

Mission & Purpose

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.