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Production Specialist

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Wipro

18d ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Kolkata

AI generated summary

  • You must manage client transactions, resolve queries per SLAs, document interactions, provide product support, and maintain excellent customer service through effective communication and problem-solving.
  • You will manage client queries via phone/email, document information, troubleshoot issues, maintain knowledge bases, ensure compliance, and provide excellent customer service while following standard procedures.

Requirements

  • 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

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

FAQs

What is the main purpose of the Production Specialist role?

The main purpose of the Production Specialist role is to provide effective technical support to the process and actively resolve client issues, either directly or through timely escalation, to meet process SLAs.

What types of inquiries will a Production Specialist handle?

A Production Specialist will handle incoming help requests from clients via telephone and/or emails, documenting information about the inquiries and providing resolutions as per the defined quality standards.

What are the key responsibilities of a Production Specialist regarding client queries?

The key responsibilities include managing transactions, documenting user information, following standard procedures to resolve issues, troubleshooting client queries, and maintaining logs of all customer interactions.

How does a Production Specialist ensure compliance with SLAs?

A Production Specialist ensures compliance with SLAs by resolving client queries according to the established timelines and protocols defined in the service agreements.

What kind of training is required for a Production Specialist?

A Production Specialist is required to undertake product trainings to stay current with product features, changes, and updates, and enroll in additional product-specific trainings as needed.

How does a Production Specialist document and analyze client issues?

A Production Specialist records, tracks, and documents all queries received, problem-solving steps taken, and customer feedback to analyze call logs and spot trends that may help in preventing future issues.

What competencies are important for a Production Specialist?

Important competencies for a Production Specialist include process knowledge, collaborative working, problem-solving and decision making, attention to detail, execution excellence, client-centricity, and effective communication skills.

How is performance measured for a Production Specialist?

Performance is measured by the number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, customer feedback, and self-management metrics such as productivity and training hours completed.

What is the purpose of interacting with internal stakeholders for a Production Specialist?

The purpose of interacting with internal stakeholders such as team leaders, HR, and the training team is to review performance, engage employees, develop capabilities, and resolve technical issues efficiently.

Is there a focus on customer feedback in the Production Specialist role?

Yes, there is a strong focus on customer feedback as it plays a crucial role in measuring performance and improving service delivery to clients.

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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.