Wipro New Drive: An open position is full-time for the job of Production Agent for Wipro within Hyderabad. This job requires candidates who have outstanding communication abilities, a problem-solving mentality and a desire for providing exceptional customer service. This job is ideal for those who want to establish a career in technical assistance or customer service as well as process management in a renowned global IT company.
About the Role
The Production Agent job focuses on handling and resolving client questions efficiently and professionally way. The job requires communication via emails and phone calls to ensure that the needs of customers are met on time and in a manner that is consistent with quality standards. The candidate selected will symbolize Wipro’s dedication to offering unmatched support services. They will collaborate closely in conjunction with the internal team to assure customer satisfaction.
Key Responsibilities
The Production Agent handles various channels of interaction with clients and will ensure service quality each day. Major duties include:
- Responding to all client inquiries by email and telephone efficiently and courteous manner.
- Recording all important information about the end-user like name department, phone number and the nature of the issues.
- Update individual availability on the RAVE platform, to aid in team efficiency and flow of services.
- The recording and tracking of each client interaction with information on the steps involved in solving problems and results.
- Following the standard operational procedures in order to guarantee prompt and correct resolution of queries.
- Responding to client enquiries following predefined SLAs stipulated within the agreement.
- Utilizing internal resource bases, knowledge bases and FAQs, while providing precise solutions.
- Understanding the latest features and enhancements of products to help you troubleshoot effectively.
- Finding recurring technical trends by the analysis of call logs to improve the quality of customer support.
- Updating and maintaining help documentation for customers, to ensure higher resolution and greater accuracy.
- Recognizing the possibility of escalations, or red flags, and notifying the team leader of any additional steps.
- Making sure that all relevant information regarding the product and disclosures required are communicated clearly prior to and following customer assistance.
- preventing potential legal or contractual problems by adhering strictly to the terms of service agreements.
- Offering step-by-step assistance for troubleshooting and ensuring confidence throughout the entire process.
- Maintaining ticket logs and ensuring the accuracy of data within the tracking software.
- We offer alternative solutions to our clients with the aim of increasing the level of retention and satisfaction.
- Making follow-up calls in order to collect customer feedback and track SLA compliance.
- Attending ongoing training sessions to keep abreast about the latest developments in product development and updates to the procedure.
- Working with team leaders to identify learning gaps and training topics to improve interactions with clients.
- Participating in ongoing self-learning to enhance your job-related knowledge and keep up-to-date in business developments.
Eligibility & Skills Required
Candidates must demonstrate a an excellent interpersonal and technical abilities. Key qualifications include:
- Fantastic communication capabilities, both in writing as well as written.
- Experienced in the billing and metering process.
- Ability to work in a multi-tasking environment.
- Excellent documentation, organization and analytical capabilities.
- Ability to recognize the needs of clients and maintain a professional manner throughout communication.
- Ability to adjust to product modifications and system updates rapidly.
- Attention to the smallest of details with an emphasis on giving timely and accurate solutions.
- Positive attitude towards learning and teamwork in group-based environments.
Work Environment & Conditions
The position is an in-office working arrangement in Hyderabad. The professionals in this position will have a defined workflow that requires constant communication with global clients as well as internal departments. The job encourages development by providing ongoing training, sharing of knowledge and performance feedback.
- Job Location: Hyderabad
- Job Type: Full-Time, In Office
- Work Schedule: 5 Days a Week
- Experiential Level: From Entry-To Mid-Level (depending on requirements of the client)
People looking for a stable office position in Hyderabad that offers opportunities for development and growth are invited to apply for the position of Production Agent at Wipro. Candidates with strong skills in communication as well as a structured mind and an active mindset will succeed in this position in a meaningful way to contribute to the continuity of business and customer satisfaction.