PRODUCTION AGENT L1

Wipro Philippines Inc.; Manila; On-site; PHP 223,000 - 335,000; Full time

Job summary

Wipro Philippines Inc. is seeking a Production Agent L1 in Quezon City to support mortgage originations and customer inquiries. You will handle requests, document details, and maintain knowledge resources to drive efficient resolutions.

Responsibilities include logging calls, following SLA, updating availability, and escalating complex issues to the Team Leader when needed. This role emphasizes accuracy, courtesy, and process adherence.

Qualifications

• Mortgage originations knowledge or exposure is preferred.
• Strong interpersonal and listening skills.
• Ability to document and track customer interactions.

Responsibilities

• Field all incoming client requests via phone and/or email in a courteous manner.
• Document end user details including name, department, and issue.
• Update availability in the system to ensure productivity.
• Record, track, and resolve queries with solutions.
• Follow standard processes to resolve client queries.
• Resolve queries per SLA defined in the contract.
• Access knowledge bases to aid in problem resolution.
• Learn product details to assist in troubleshooting.
• Document and analyze call logs to identify trends.
• Maintain self-help documents to speed resolutions.
• Escalate serious issues to the Team Leader when needed.
• Ensure product disclosures are provided before/after requests.

Skills

Mortgage Originations

Job description

Job Title:PRODUCTION AGENT L1

City:Quezon City

State/Province:Manila

Posting Start Date:8/13/26

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.

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 SLAâÃÂÃÂs 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 escalated 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

Mandatory Skills: Mortgage(Originations). 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.