Production Agent Level 1

Role Overview

This position aims to deliver efficient technical support within the process by promptly resolving client issues or escalating them appropriately to uphold service level agreements (SLAs).

Key Responsibilities

• Manage transactions adhering strictly to defined quality standards.
• Respond courteously to all incoming client requests communicated via telephone or email.
• Document all relevant client details including name, department, contact info, and nature of inquiry.
• Maintain real-time availability status in the RAVE system to support process productivity.
• Log and track every query, including problem-solving steps and resolution outcomes.
• Follow established workflows to address client requests efficiently.
• Resolve issues meeting the contractual SLA timelines.
• Utilize internal knowledge bases and FAQs to provide accurate problem resolutions.
• Acquire and update knowledge on product specifics for better troubleshooting and client interaction.
• Analyze call logs to identify common trends and prevent recurring problems.
• Maintain and update customer self-help documents to accelerate resolution times.
• Recognize critical issues and escalate unresolved serious matters to the team leader promptly.
• Ensure provision of all required product information and disclosures before and after client interactions.
• Comply with service agreements to avoid legal complications.
• Deliver superior customer service by effectively diagnosing and troubleshooting client concerns.
• Guide clients through product menus and features to enhance understanding.
• Handle client queries in a professional, user-friendly, and courteous fashion.
• Keep accurate logs of customer interactions in line with standard procedures.
• Record all inbound communications using designated tracking tools.
• Suggest alternatives as needed to retain customer loyalty and business.
• Communicate ideas clearly and adapt messaging appropriately based on context.
• Conduct follow-up calls to record feedback and ensure SLA compliance.
• Build operational capabilities to maintain exemplary service levels for existing clients.
• Participate in ongoing product trainings to stay updated on features and changes.
• Collaborate with team leaders to identify training needs and improve client service.
• Engage in self-learning opportunities and network building to enhance job knowledge.

Performance Measures

• Number of cases resolved daily, adherence to process quality standards, SLA compliance, customer satisfaction metrics including Pulse scores and feedback.
• Self-management indicators such as productivity, efficiency, attendance, training hours completed, and technical certifications earned.

Mandatory Skills

• Product Quality and Complaint Management within Medical Device domain.

Additional Information

Wipro is a forward-thinking digital transformation partner focused on continuous reinvention. The company promotes personal career evolution and skills enhancement in a dynamic industry environment. This role supports that mission by combining operational excellence with excellent client service.