Wipro
Wipro is hiring Production Agent. Interested Candidates can go through the details and apply using the link provided at the bottom of the Post.
About Wipro
Wipro is a leading multinational company based in India that provides IT services, consulting, and business process services. Founded in 1945, Wipro has grown to become a global organization with a presence in over 50 countries. With a focus on digital transformation and innovation, Wipro has helped numerous clients across various industries to improve their business operations, enhance customer experience, and drive growth. The company is known for its commitment to sustainability and social responsibility, and has received numerous awards and recognition for its contributions to the community and the environment.
Wipro Recruitment 2023
| Company name | Wipro |
| Website | www.Wipro.com |
| Job Role | Production Agent |
| Work Location | Hyderabad, Telangana |
| Job Type | Full Time |
| Experience | Freshers |
| Qualification | Bachelor’s Degree |
| Batch | Not Mentioned |
| Package | Up to 4 LPA(Expected) |
Requirements
About the Job Role Purpose
The primary objective of this role is to provide efficient technical support to the process and proactively resolve client issues either directly or through timely escalation, ensuring adherence to process SLAs.
Responsibilities:
- Manage transactions in line with required quality standards to support the process.
- Handle all incoming help requests from clients courteously via telephone and/or emails.
- Document essential end-user identification details, such as name, department, contact information, and the nature of the problem or issue.
- Update availability in the RAVE system to maintain process productivity.
- Record, track, and document all received queries, along with the steps taken for problem-solving and the outcomes.
- Follow standard procedures to resolve client queries.
- Adhere to SLAs defined in the contract for resolving client queries.
- Utilize internal knowledge bases, resources, and frequently asked questions to effectively resolve client problems.
- Familiarize oneself with product details to enhance client interaction and troubleshooting.
- Analyze call logs to identify recurring trends and prevent future problems.
- Update and maintain self-help documents for customers to expedite resolution time.
- Identify serious client issues and escalate them to the Team Leader when necessary.
- Provide clients with all necessary product information and disclosures before and after call/email requests.
- Ensure compliance with service agreements to avoid legal challenges.
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
- Offer step-by-step solutions to guide users through resolving their queries.
- Assist clients in navigating product menus and understanding product features.
- Troubleshoot client queries professionally and in a user-friendly manner.
- Maintain logs and records of customer queries following standard procedures and guidelines.
- Accurately process and record all incoming calls and emails using the designated tracking software.
- Offer alternative solutions to retain customers’ business when appropriate.
- Communicate ideas effectively in various situations and tailor messages appropriately to the listeners.
- Follow up with customers and schedule call backs to record feedback and ensure compliance with contracts/SLAs.
- Enhance capabilities to achieve operational excellence and maintain superior customer service levels for existing accounts/clients.
- Participate in product trainings to stay updated on product features, changes, and updates.
- Enroll in product-specific and other trainings as required by clients.
- Collaborate with team leaders to identify training themes and learning issues to better serve the client.
- Continuously update job knowledge through self-learning opportunities and personal networks.
Stakeholder Interaction
Stakeholder Type Stakeholder Identification Purpose of Interaction
Internal Team Leaders Those overseeing the team Performance review HR Human Resources Hiring, employee engagement, and retention Training Team Team responsible for training Capability development Technical Lead The lead responsible for technical matters Training, issue escalation/resolution
External Client Customers utilizing the services Query resolution
Competencies Required:
Functional Competencies/ Skills Competency Levels Process Knowledge Foundation to Competent
- Knowledge of assigned process, tools, and systems
Collaborative Working Foundation to Master Problem Solving and Decision Making Foundation to Master Attention to Detail Foundation to Master Execution Excellence Foundation to Master Client (Internal) Centricity Foundation to Master Effective Communication Foundation to Master
Performance Parameters:
- Number of cases resolved per day
- Compliance with process and quality standards
- Meeting process level SLAs
- Pulse score
- Customer feedback
Self-Management:
- Productivity
- Efficiency
- Absenteeism
- Training Hours
- Number of technical training completed
How to Apply?
- To apply for a job, read through all information provided on the job listing page carefully.
- Look for the apply link on the job listing page, usually located somewhere on the page.
- Clicking on the apply link will take you to the company’s application portal.
- Enter your personal details and any other information requested by the company in the application portal.
- Pay close attention to the instructions provided and fill out all necessary fields accurately and completely.
- Double-check all the information provided before submitting the application.
- Ensure that your contact information is correct and up-to-date, and accurately reflect your qualifications and experience.
- Submitting an application with incorrect or incomplete information could harm your chances of being selected for an interview.
To apply for this job please visit www.linkedin.com.