Production Agent

Job Description

Role / Job Title: Production Agent

Company: Wipro

Location: Kochi, Kerala

Role Purpose: The purpose of this role is to provide effective technical support to the process, actively resolve client issues directly or through timely escalation, and meet process SLAs.

Responsibilities:

• Support Process:
  • Manage transactions according to required quality standards.
  • Handle incoming help requests from clients via telephone and/or emails courteously.
  • Document pertinent end-user identification information including name, department, contact details, and nature of the issue.
  • Update availability in the RAVE system to ensure process productivity.
  • Record, track, and document all queries received, problem-solving steps taken, and resolutions.
  • Follow standard processes and procedures to resolve client queries.
  • Resolve client queries as per the SLAs defined in the contract.
  • Access and maintain internal knowledge bases, resources, and FAQs to aid in effective problem resolution.
  • Identify and learn appropriate product details for better client interaction and troubleshooting.
  • Document and analyze call logs to spot trends and prevent future problems.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Identify red flags and escalate serious client issues to the Team Leader in case of untimely resolution.
  • Ensure all product information and disclosures are given to clients before and after calls/emails.
  • Comply with service agreements to avoid legal challenges.
• Customer Service:
  • Deliver excellent customer service through effective diagnosis and troubleshooting.
  • Provide product support and resolution to clients by performing question diagnosis and guiding users through step-by-step solutions.
  • Assist clients with navigating product menus and understanding product features.
  • Troubleshoot client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries as per standard procedures.
  • Accurately process and record all incoming calls and emails using the designated tracking software.
  • Offer alternative solutions to clients where appropriate to retain their business.
  • Organize and effectively communicate oral messages to listeners and situations.
  • Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with contract/SLAs.
• Capability Building:
  • Ensure operational excellence and maintain superior customer service levels.
  • Undertake product training to stay current with product features, changes, and updates.
  • Enroll in product-specific and other training per client requirements/recommendations.
  • Partner with team leaders to brainstorm and identify training themes and learning issues.
  • Update job knowledge by participating in self-learning opportunities and maintaining personal networks.

Stakeholder Interaction:

Internal:

• Team Leaders: Performance review
• HR: Hiring, employee engagement, and retention
• Training Team: Capability development
• Technical Lead: Training, issue escalation/resolution

External:

• Clients: Query resolution

Competencies:

Functional Competencies:

• Process Knowledge: Knowledge of assigned process, tools, and systems

Competency Levels:

• Foundation: Knowledgeable about the competency requirements, demonstrates frequently with minimal support and guidance.
• Competent: Consistently demonstrates the full range of the competency without guidance, extends the competency to difficult and unknown situations.
• Expert: Applies the competency in all situations and serves as a guide to others.
• Master: Coaches others, builds organizational capability in the competency area, and serves as a key resource recognized within the organization.

Behavioral Competencies:

• Collaborative Working
• Problem Solving and Decision Making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Performance Parameters:

Process:

• Number of cases resolved per day
• Compliance with process and quality standards
• Meeting process level SLAs
• Pulse score
• Customer feedback

Self-Management:

• Productivity
• Efficiency
• Absenteeism
• Training hours
• Number of technical training completed