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Wipro Recruitment Drive 2022 | For Production Specialist

Wipro Recruitment Drive

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Job Description

Wipro Recruitment Drive

Role: Production Specialist

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

Wipro Recruitment Drive

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 speedup resolution time
Identify red flags and escalate serious client issues to Teamleader 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

Requirements:

Provide product support and resolution to clients by performing question diagnosis while guiding users through step-by-step solutions
Assist clients with navigating around product menus and facilitate better understanding of product features
Troubleshoot all client queries in a user-friendly, courteous and professional manner
Maintain logs and records of all customer queries as per the standard procedures and guidelines
Accurately process and record all incoming calls and emails using the designated tracking software
Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
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

Functional Competencies/ Skill

Process Knowledge – Knowledge of assigned process, tools and systems – Foundation to Competent

Behavioral Competencies

Collaborative working
Problem solving and decision making
Attention to detail
Execution Excellence
Client (Internal) Centricity
Effective Communication

About Company

Wipro’s capabilities range across cloud computing, cyber security, digital transformation, artificial intelligence, robotics, data analytics, and other technology consulting services to customers in 167 countries.

It has good policies, work culture and potential, and offers a multi-cultural and diverse work environment. The infrastructure and leadership of Wipro are exceptional, making it a great company to work for. ‘ Related: Interview Question: “Why Do You Want To Join Our Company?”