Production Agent

4 weeks ago

Cebu, Philippines Wipro Philippines Inc. Full time
Technical Support Specialist

Provide technical support to clients, resolve issues, and maintain process SLAs.

Key Responsibilities:
  • Manage transactions according to quality standards
  • Field client inquiries via phone and email
  • Document client information and problem-solving steps
  • Update availability in RAVE system
  • Record and track client queries and resolutions
  • Follow standard processes and procedures
  • Resolve client queries according to SLAs
  • Access internal knowledge bases and resources
  • Identify and learn product details
  • Analyze call logs to prevent future problems
  • Maintain and update self-help documents
  • Escalate serious client issues to Team leader
  • Ensure product information and disclosures
  • Avoid legal challenges by complying with service agreements
Deliver Excellent Customer Service:
  • Diagnose and troubleshoot client queries
  • Provide product support and resolution
  • Assist clients with navigating product menus
  • Troubleshoot client queries in a user-friendly manner
  • Maintain logs and records of customer queries
  • Process and record incoming calls and emails
  • Offer alternative solutions to clients
  • Communicate effectively with clients
  • Follow up with clients to record feedback
Build Capability:
  • Undertake product trainings to stay current
  • Enroll in product-specific trainings
  • Partner with team leaders to identify training needs
  • Update job knowledge through self-learning opportunities
Stakeholder 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
Competencies:
  • Functional Competencies/Skill: Process Knowledge – Knowledge of assigned process, tools, and systems
  • Behavioral Competencies: Collaborative working, Problem solving and decision making, Attention to Detail, Execution Excellence, Client (Internal) Centricity, Effective Communication
Performance Parameters:
  • Process: No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
  • Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
Requirements:
  • Senior High School graduate or completed at least 4 semesters in 1 course in college with no back subjects or College Graduate (4 year course)
  • At least 12 months call center experience in any of these VOICE accounts – TELCO, TRAVEL or TSR
  • Customer Service (Reservation)

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