Job Description

Role Purpose

The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs.

Support process by managing transactions as per requiredquality standards
1. Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
2. Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue
3. Update own availability in the RAVE system to ensureproductivity of the process
4. Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
5. Follow standard processes and procedures to resolve all clientqueries
6. Resolve client queries as per the SLA’s defined in thecontract
7. Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
8. Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
9. Document and analyze call logs to spot most occurring trends toprevent future problems
10. Maintain and update self-help documents for customers to speedup resolution time
11. Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
12. Ensure all product information and disclosures are given toclients before and after the call/email requests
13. Avoids legal challenges by complying with service agreements

Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries
1. Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions
2. Assist clients with navigating around product menus andfacilitate better understanding of product features
3. Troubleshoot all client queries in a user-friendly, courteousand professional manner
4. Maintain logs and records of all customer queries as per thestandard procedures and guidelines
5. Accurately process and record all incoming call and email usingthe designated tracking software
6. Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business
7. Organize ideas and effectively communicate oral messagesappropriate to listeners and situations
8. Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
1. Undertake product trainings to stay current with product features, changes and updates
2. Enroll in product specific and any other trainings per client requirements/recommendations
3. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
4. Update job knowledge by participating in self learning opportunities and maintaining personal networks

Set alert for similar jobsProduction Agent role in Hyderabad, India

Company

Wipro

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 years

Related Jobs

Production Agent

Wipro

Pune, Maharashtra, India

Posted: 9 months ago

The purpose of the role is to provide effective technical support to the process and actively resolve client issues. You will be responsible for managing incoming help requests from clients, documenting user information, resolving queries, and maintaining knowledge bases. Deliver excellent customer service by diagnosing and troubleshooting client queries, providing product support, and recording feedback. Build capability through trainings and stay updated on product features. Interact with team leaders, HR, and technical lead for performance review, training, and issue escalation.

Production Agent

Wipro

Mumbai Suburban, Maharashtra, India

Posted: a year ago

Job Description Role Purpose   The purpose of the role is to provide effective technical supportto the process and actively resolve client issues directly or throughtimely escalation to meet process SLAs. Do Support process by managing transactions as per requiredquality standards Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner Document all pertinent end user identification information,including name, department, contact information and nature of problem orissue Update own availability in the RAVE system to ensureproductivity 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 clientqueries Resolve client queries as per the SLA’s defined in thecontract Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting Document and analyze call logs to spot most occurring trends toprevent 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 toclients before and after the call/email requests Avoids legal challenges by complying with service agreements   Deliver excellent customer service through effectivediagnosis and troubleshooting of client queries Provide product support and resolution to clients by performinga question diagnosis while guiding users through step-by-step solutions Assist clients with navigating around product menus andfacilitate better understanding of product features Troubleshoot all client queries in a user-friendly, courteousand professional manner Maintain logs and records of all customer queries as per thestandard procedures and guidelines Accurately process and record all incoming call and email usingthe designated tracking software Offer alternative solutions to clients (where appropriate) withthe objective of retaining customers’ and clients’ business Organize ideas and effectively communicate oral messagesappropriate to listeners and situations Follow up and make scheduled call backs to customers to recordfeedback and ensure compliance to contract /SLAs   Build capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client Undertake product trainings to stay current with productfeatures, changes and updates Enroll in product specific and any other trainings per clientrequirements/recommendations Partner with team leaders to brainstorm and identify trainingthemes and learning issues to better serve the client Update job knowledge by participating in self learningopportunities and maintaining personal networks

Production Agent

Wipro

Mumbai, Maharashtra, India

Posted: 6 months ago

We are hiring for the role of Production Agent in Mumbai, Maharashtra, India. As a Production Agent, your role is to provide technical support to the process and actively resolve client issues. You will manage transactions, field help requests from clients, and document all relevant information. You will troubleshoot client queries in a professional manner and maintain logs and records. This is a full-time opportunity at Wipro. Join us to deliver excellent customer service and contribute to operational excellence.

Production Agent

Wipro

Chennai, Tamil Nadu, India

Posted: a year ago

Job Description Role Purpose Understanding TAT/SLA as agreed and produce results efficiently as expected. Good quality must be maintained with all cases being handled. Ensure all activities are completed within timescales and with a high degree of accuracy Providing excellent service to both external and internal customers by adhering to all appropriate process and procedures. Roles & Responsibilities: Understanding TAT/SLA as agreed and produce results efficiently as expected. Good quality must be maintained with all cases being handled. Ensure all activities are completed within timescales and with a high degree of accuracy Providing excellent service to both external and internal customers by adhering to all appropriate process and procedures. Qualifications: Minimum Graduate Retail Banking (PO)

Production Specialist

Wipro

Gurgaon, Haryana, India

Posted: 10 months ago

Provide effective technical support to clients, resolving issues and meeting SLAs. Field incoming help requests in a courteous manner, document important information, and update availability. Resolve queries, access knowledge bases, and analyze call logs. Deliver excellent customer service by diagnosing and troubleshooting client queries. Maintain records and process all communications accurately. Offer alternative solutions and follow up with customers. Undertake product trainings and collaborate with team leaders to improve client service.

India Production Lead

Bayer

Hyderabad, Telangana, India

Posted: a year ago

Main Purpose – Lead, plan and control the VS Production in accordance with India, APAC and Global VSPS strategies. Direct adequate resource and infrastructure to guarantee reliability in Vegetable Seed Production (FTE, PTE, OPEX, CAPEX). Responsible for all the aspects of Production in India, including but not limited to Strategic Priorities (People, Reliability, Quality, Seed Health & Cost), contracts, grower pricing, safety, compliance and timing.   Key Tasks & Responsibilities – Manage all aspects of safety and compliance, promoting safety culture amongst all personnel, growers, contractors and visitors. Ensure compliance of internal and external programs in our operations including HSE, Human Rights, FCPA, QMS, CSP, etc. People: Successfully manage and develop teams, relationships with growers, production coordinators and labor contractors. Responsible for people hiring & people development process in joint work with HR. Accountable to contract, grow and deliver seed from field to plant, including contractual agreements, propose and obtain approvals on grower pricing, base rates, budgeting and contract guidelines and strategies. Grower Pricing Review Process – Works with peer area production managers, planning and finance to follow a standardized process to review grower pricing strategies and reduce financial exposure. Aim for competitive base rates and align with CPMs. Crop management, harvest and delivery: ensure correct execution of production activities by local team. Ensure that production data is reported accurately and timely. Identify and adopt new technologies, attract new partners and develop suppliers. Manage operational expenses, grower costs and CAPEX within company targets. Interact with other teams in a joint effort for all seed production related topics (FS, SS,  FQA, PR) Production Data and Analysis - Review quantity, quality, cost and timeliness data and address areas for improvement, simplification, optimization or expansion of our business, including grower performance analysis. Responsible for the Area Analysis presentations. Innovation: Work with Production Research personnel to identify and address projects to improve reliability, quality, seed health, cost and timeliness. Community outreach: Develop and execute community engagement initiatives at ININ Area.   Key Working Relations – Member of APAC VSPS Production LT Interfaces with: VSPS Global Production Team, R&D, Planning, Customer Service, Logistics, Seed Technology/PR, Trade & Compliance, commercial Planning team, Data & Analytics, Product Management, TD, Quality Assurance, MEX, Finance/Controlling, IT.   Qualifications & Competencies – B.S. degree (MS or MBA, preferred) with 10+ years experience in seed industry. Ability to influence all levels in the organization. Customer focus, innovation & experimentation, collaboration and implementation of best practices, knowledge sharing. Negotiation skills.