Wipro | PRODUCTION SPECIALIST L1

Responsibilities

• 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.
• Support process by managing transactions as per required quality standards.
• 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.
• Resolve client queries as per the SLA’s defined in the contract.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate 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.
• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features.
• Maintain logs and records of all customer queries as per the standard procedures and guidelines.
• Accurately process and record all incoming call and email using the designated tracking software.
• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
• 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.
• 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
• Follow standard processes and procedures to resolve all client queries
• Document and analyze call logs to spot most occurring trends to prevent future problems
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Wipro Limited

Wipro Limited is one of India's largest information technology services and consulting companies. Founded in 1945 and headquartered in Bengaluru, it serves clients across 65 countries with consulting, design, engineering and operations services, and its shares trade on the NSE and BSE in India with American Depositary Shares on the NYSE (WIT).

Alongside its technology career tracks, Wipro runs large finance and accounting operations — record to report, procure to pay, order to cash, invoice processing, payroll and controllership — within its business process services and corporate finance teams, plus FP&A, taxation, treasury and internal audit. CA, CMA, ACCA and MBA (Finance) profiles are hired into these roles across its India campuses.

• Industry: Information technology services and consulting
• Headquarters: Bengaluru, India
• In India: Major campuses in Bengaluru, Hyderabad, Pune, Chennai, Kochi, Noida, Gurugram and Kolkata, with offices across India