Production Agent

4 weeks ago

Cebu City, Central Visayas, Philippines Wipro Full time

Join to apply for the Production Agent - L1 role at Wipro

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

Role Purpose

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

Responsibilities
  • Support process by managing transactions as per required quality standards
    • Field incoming help requests from clients via telephone and/or emails in a courteous manner
    • Document end user information, including name, department, contact information and nature of problem
    • Update own availability in the RAVE system to ensure productivity
    • Record, track, and document all queries, problem-solving steps, and resolutions
    • Follow standard processes to resolve client queries
    • Resolve client queries as per the SLA's defined in the contract
    • Access and maintain internal knowledge bases and FAQs to aid in resolution
    • Learn product details to facilitate better client interaction and troubleshooting
    • Document and analyze call logs to spot trends and prevent future problems
    • Maintain and update self-help documents for customers
    • Identify red flags and escalate serious issues to Team Leader when resolution is untimely
    • Ensure product information and disclosures are given to clients
    • Comply with service agreements to avoid legal challenges
  • Deliver excellent customer service through effective diagnosis and troubleshooting
    • Provide product support and resolution by guiding users through step-by-step solutions
    • Aid clients in navigating product menus and understanding features
    • Troubleshoot queries in a courteous and professional manner
    • Maintain logs and records of all customer queries
    • Process and record all calls and emails using designated tracking software
    • Offer alternative solutions to retain customers' business where appropriate
    • Organize ideas and communicate effectively appropriate to listeners
    • Follow up with customers to record feedback and ensure SLA compliance
  • Build capability to ensure operational excellence and maintain high service levels
    • Undertake product trainings to stay current with features and updates
    • Enroll in trainings per client requirements/recommendations
    • Collaborate with team leaders to identify training needs
    • Update job knowledge through self-learning and networking
Deliver / Performance

No specific performance parameters are listed beyond standard SLA and quality expectations; see contract for details.

Mandatory Skills

HWS (Empl Helpdesk) - mandatory skills listed in the job description.

Additional Information

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. It has always been in our DNA — as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Sales and Business Development
Industries
  • IT Services and IT Consulting

EEO statements and other legally required notices are maintained by the employer.


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