Production Agent

2 days ago

Cebu City, Central Visayas, Philippines Wipro Full time

Job description:

Job Description

RESPONSIBLITIES

 Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs

 Handle customer complaints and provide resolution for escalated calls/emails/sms/chat

 Can do multitask with all workstream email/inbound and outboud/sms/FB/ms teams chat/escalation tool

 Analysis of reports including process in submiiting productivity to the management

 Escalate problems if need be through the devised channels

 Act as a central point of contact to reporting and escalating system issues to technology and the leadership

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SKILLS REQUIRED

 Excellent TAGALOG communication skills

 Good Interpersonal & people management skills with good problem solving approach.

 Excellent verbal & written communication & presentation skills

 Need to have good customer service skills and soft skills with prime focus being on customer satisfaction 

 Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools

 Excellent analytical and translation skills. Translating English and Bisaya to TAGALOG language

 Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills

 Willing to work on shifting schedules, grave yard shift, holidays as may be required by business exigencies /  Willingness to rotate shifts, as needed

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QUALFICATION


• The applicant should be a confirmed full-time employee of the organization


• For New Hire at least Senior High (New curriculum) or at least Second year College


• It should be fluent in speaking in TAGALOG and can translate English and Bisaya to Tagalog


• For lateral movement an employee has to complete at least 3 months  in his/her current role 


• Candidate shall be responsible for all workstream and all products handled by the account


• Minimum educational attainment at least Senior High (New curriculum) or at least Second year College (for lateral/vertical or New Hires)


• Applicant should not have been on a PCCP for the second time in the current role,in the last quarter or current quarter.If the employee has been put on  the PCCP for the first time in the current role,he/she is eligible to apply


• Employees can apply for lateral positions as well. 


• Before applying please get your LWPs corrected in the system. Employees who have taken one or more than one unauthorized leave in last six months (from the date of Release of this IJP) are not eligible to apply for this IJP.

* A Graduate/Undergraduate of any education course is eligible to apply.

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Deliver

No
Performance Parameter
Measure
1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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. We want to see the constant evolution of our business and our industry. 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.

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