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Production Agent

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Wipro

27d ago

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

AI generated summary

  • You need process knowledge, strong collaboration, problem-solving skills, attention to detail, execution excellence, internal client focus, and effective communication.
  • You will manage client queries via calls/emails, document issues, troubleshoot problems, provide product support, and ensure compliance with SLAs while delivering excellent customer service.

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 primary purpose of the Production Agent role?

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

What kind of support does a Production Agent provide?

A Production Agent provides support by managing transactions as per required quality standards, fielding help requests from clients, and documenting pertinent end-user identification information.

What tools or systems are essential for a Production Agent’s role?

A Production Agent must have knowledge of assigned processes, tools, and systems to effectively manage and resolve client queries.

What are the key responsibilities of a Production Agent?

Key responsibilities include documenting calls, resolving client queries per defined SLAs, maintaining internal knowledge bases, and ensuring effective communication with clients.

How is performance measured for the Production Agent role?

Performance is measured through the number of cases resolved per day, compliance with process and quality standards, meeting process-level SLAs, and customer feedback.

What competencies are required for a Production Agent?

Required competencies include collaborative working, problem-solving, attention to detail, execution excellence, client centricity, and effective communication.

Is training provided for new Production Agents?

Yes, the role includes undertaking product training to stay current with product features, changes, and updates.

Who are the key stakeholders a Production Agent interacts with?

Key stakeholders include Team Leaders, HR, the Training Team, Technical Leads, and clients for query resolution.

What should a Production Agent do in the case of a serious client issue?

A Production Agent should identify red flags and escalate serious client issues to the Team Leader in cases of untimely resolution.

Are there opportunities for career growth in this role?

Yes, there are opportunities for career growth through ongoing training, skill development, and performance reviews with team leaders.

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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.