Wipro || Production Agent || 2023 ||Apply Now
Job Description:
The purpose of the role is to provide effective technical support to the process and actively resolve customer issues directly or through timely escalation to meet process SLAs.
Do
- Support the process by managing transactions in accordance with required quality standards
- Respond to all incoming requests for assistance from customers via phone and/or email in a courteous manner
- Documenting all pertinent end-user identifying information, including name, department, contact information, and nature of problem or question
- Updating own availability in the system RAVE, to ensure productivity of the process
- Record, track, and document all inquiries received, problem resolution steps taken, and overall successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all customer inquiries
- Respond to customer inquiries as specified in the contract SLA
- Access internal knowledge bases, resources, and frequently asked questions to assist customers in resolving issues and resolving them effectively
- Identify and learn appropriate product details to improve customer interaction and troubleshooting
- Document and analyze call logs to identify most common trends and prevent future issues
- Maintain and update self-help documents for customers to reduce resolution time
- Recognize warning signs and refer serious customer issues to team leader if not resolved in a timely manner
- Ensure all product information and details are shared with customers before and after the call/email inquiry is made
- Avoid legal challenges by adhering to service level agreements
About the Company:
- Wipro Ltd is India’s one of the leading tech-companies and providing IT Services including Business Process.
- Outsourcing (BPO) services globally and as well as the company provides comprehensive IT Solutions and Services including Systems Integration Information Systems.
- Outsourcing IT Enabled Services Package in addition Implementation Software Application development and maintenance and Research and Development Services to corporations globally.
- Moreover, Again the company is the first PCMM Level 5and SEI CMM Level 5 certified IT Services Company globally.
- In the Indian market they are a leader in providing IT Solutions and as well as Services for the corporate segment in India offering System Integration Network Integration Software Solutions and IT Services.
- Consequently, In the Asia Pacific and Middle East markets they provide IT Solutions and Services for global corporations.
Moreover, The company’s headquarters are in Bangalore, India. - Lastly, the company provides integrated business technology and technology solutions on a global delivery platform to clients in the Americas, Europe, Middle East and Asia Pacific.
