Production Agent Job in Wipro Limited
Job Summary
Role Purpose The role aims to deliver effective technical support to address client issues efficiently while adhering to service-level agreements (SLAs). Key Responsibilities 1. Support Process Management Handle transactions according to quality standards. Document and track client queries and resolutions. Follow standard protocols to address issues within defined SLAs. Maintain knowledge bases and self-help resources for quicker resolutions. Identify trends and escalate unresolved issues to team leaders. 2. Customer Service Excellence Provide step-by-step guidance for troubleshooting client queries. Document interactions accurately using designated tracking tools. Propose alternative solutions to retain client business. Conduct follow-ups for feedback and ensure SLA compliance. 3. Operational Excellence Participate in product training and capability development. Collaborate with team leaders and training teams for continuous learning. Stay updated on product features and updates to better serve clients. Stakeholder Interaction Internal Stakeholders Team Leaders: Performance reviews. HR Team: Employee engagement and retention. Training Team: Skill and capability development. Technical Leads: Escalation and issue resolution. External Stakeholders Clients: Ensure timely resolution of queries. Competencies Functional Competencies Process Knowledge: Understanding of tools and systems at foundational to competent levels. Behavioral Competencies Collaborative working. Problem-solving and decision-making. Attention to detail. Execution excellence. Client-centricity. Effective communication. Performance Metrics 1. Process Cases resolved per day. Adherence to SLAs and quality standards. Customer feedback and satisfaction. 2. Self-Management Productivity and efficiency. Training hours and technical training completion.
Experience Required :
Fresher
Vacancy :
2 - 4 Hires
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