Production Agent

Título del trabajo: Production Agent

Compañía: Wipro

Descripción de funciones: Overview:
**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**
– **Support process by managing transactions as per required quality standards**
– _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 speed up resolution time_
– _Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution_
– _Avoids legal challenges by complying with service agreements_
– **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 _
– _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_
– _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_
– **Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**
– _Undertake product trainings to stay current with product features, changes and updates_
– _Enroll in product specific and any other trainings per client requirements/recommendations_
– _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_**Stakeholder Interaction*******Stakeholder Type****Stakeholder Identification****Purpose of Interaction****Internal**
– Team Leaders_
– Performance review_
– HR- Hiring and employee engagement and retention_
– Training Team_
– Capability development_
– Technical Lead_
– Training, issue escalation/ resolution_**External**
– Client_
– Query Resolution_**Display**Lists the competencies required to perform this role effectively:– **Functional Competencies/ Skill**
– Process Knowledge – Knowledge of assigned process, tools and systems – **Foundation to Competent****Competency Levels****Foundation**Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.**Competent**Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.**Expert**Applies the competency in all situations and is serves as a guide to others as well.**Master**Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
– **Behavioral Competencies**
– Collaborative working
– Problem solving and decision making
– Attention to Detail
– Execution Excellence
– Client (Internal) Centricity
– Effective Communication**Deliver****No.****Performance Parameter****Measure**1.ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2.Self
– ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Ubicación: San José

Fecha del trabajo: Tue, 09 Jul 2024 22:31:47 GMT


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