PRODUCTION AGENT L1

Wipro Limited; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Wipro Limited in Mumbai is seeking a responsive Technical Support professional to resolve client issues by phone or email. The role emphasizes accurate claims processing, quick issue resolution, and adherence to SLAs, with ongoing product training and knowledge base updates.

Executing standard processes and maintaining clear documentation, you will support the process and escalate complex cases to team leaders as required, contributing to service quality and client satisfaction.

Qualifications

• Proficiency in processing claims with accuracy and speed.
• Experience handling client inquiries via phone or email.

Responsibilities

• Field incoming help requests from clients via telephone and/or email.
• Document end user information: name, department, contact details, issue.
• Update availability in the RAVE system.
• Record, track, and document queries and resolutions.
• Follow standard processes and procedures to resolve client queries.
• Resolve queries as per defined SLAs in contract.
• Access and maintain knowledge bases to aid resolution.
• Learn product details to assist client interactions.
• Document and analyze call logs to spot trends.
• Maintain self-help documents to speed resolutions.
• Identify red flags and escalate to Team Leader as needed.
• Ensure product information disclosures are provided before and after calls/emails.

Skills

Claims Processing

Customer Service

SLA Adherence

RAVE System

Tools

RAVE System

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

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

Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalation serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

Deliver

No
Performance Parameter
Measure1ProcessNo. 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

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Mandatory Skills: Claims_Processing. 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.