- Job Title: Production Specialist
- Company: Wipro Limited
- Degree: High school diploma or equivalent (Bachelor’s degree preferred)
- Location: Gurugram, Haryana, India
- Experience: 1-2 years in customer service, technical support, or similar roles
- Employment Type: Full-Time
- Salary: ₹3,126,050 per annum
Role Purpose
The Wipro Limited is hiring Production Specialist position at Wipro is designed to offer important technical aid to the procedures by using managing client queries and resolving them in a timely and efficient manner. Wipro Limited is hiring Production Specialistcontributor role makes a speciality of diagnosing, troubleshooting, and resolving consumer problems through diverse channels which includes phone and email. The motive of the position is to ensure that purchaser troubles are addressed in alignment with system SLAs and first-class requirements. This position needs a proactive and detail-orientated expert who is dedicated to supplying awesome customer service even as additionally contributing to the operational excellence of the team.
Key Responsibilities
- Client Support & Query Resolution
- Fielding Client Queries: Field all incoming consumer queries via smartphone and email in a expert and courteous manner.
- Information Documentation: Record pertinent customer information, along with their identification, contact statistics, and nature of the hassle or issue.
- Problem-Solving: Resolve client queries as in keeping with Service Level Agreements (SLAs), making sure timely and correct resolution of all patron requests.
- Efficient Communication: Provide step-through-step guidance to customers, troubleshooting any product issues they face, and successfully speaking commands.
- Escalation Handling: Identify crimson flags or unresolved issues and escalate them to the team leader whilst wanted, making sure consumer delight is maintained.
- Proactive Client Follow-ups: Regularly observe up with clients to make sure their problems are completely resolved and their expectancies are met.
- Knowledge Management & Product Support
- Maintaining Knowledge Base: Regularly replace and maintain a understanding base to enhance the consumer interaction system and accelerate difficulty decision.
- Internal Resources: Leverage inner resources and knowledge bases, inclusive of FAQs and product courses, to help in troubleshooting consumer problems correctly.
- Training and Development: Engage in product-particular schooling and self-gaining knowledge of possibilities to live up to date with any product updates, functions, and changes. Participate in ongoing schooling tasks designed to enhance product expertise and customer service abilities.
- Process Management & Compliance
- Quality Standards: Manage transactions according to established pleasant requirements, ensuring that every case follows the proper procedures from begin to finish.
- Compliance: Ensure that each one product data and disclosures are provided to customers earlier than and after any communique, maintaining compliance with carrier agreements.
- Documentation: Maintain correct data of all patron queries, moves taken, and resolutions the usage of detailed monitoring software, adhering to the organisation’s system standards.
- Productivity Tracking: Update availability and tune productiveness in the RAVE device to ensure clean process operations.
- Customer Service Excellence
- Customer Support: Deliver extraordinary customer service thru effective analysis and troubleshooting of consumer queries, making sure a expert and person-pleasant experience.
- Product Support: Provide product guide and backbone by way of diagnosing purchaser problems and guiding them via solutions. Assist clients with navigating product features and assist them higher apprehend the product.
- Retention Strategies: Offer opportunity answers wherein suitable, to hold the customer’s enterprise, continually aiming to hold client pleasure at the vanguard.
- Reporting & Analytics
- Call Documentation: Document and analyze all call logs to become aware of tendencies and common problems, permitting proactive trouble-solving and higher destiny purchaser interactions.
- Query Tracking: Track all incoming queries, their resolutions, and escalations, making sure well timed reporting of troubles and effects to relevant stakeholders.
- Trend Analysis: Use trends and records from client interactions to indicate upgrades in strategies and customer support strategies.
- Team Collaboration
- Interaction with Team Leaders: Collaborate with crew leaders to review overall performance, enhance provider tiers, and brainstorm answers to challenges encountered at some point of customer interactions.
- Cross-Functional Collaboration: Partner with unique departments, together with technical leads, training groups, and different assist groups, to remedy patron queries efficiently and correctly.
- Training & Capability Building
- Skill Development: Participate in applicable education and improvement activities to decorate technical and product know-how. Engage in ability-building Wipro Limited classes to enhance overall performance and provider shipping.
- Capability Sharing: Share insights and studies with colleagues to decorate team expertise and aid collective learning.
- Training Needs Assessment: Work carefully with crew leaders to pick out regions for improvement and participate in training classes geared toward enhancing team capability and purchaser provider best.
- Operational Excellence
- Continuous Improvement: Maintain focus on continuous improvement of strategies to beautify operational efficiency and provider shipping. Consistently meet the service targets and SLAs outlined within the patron contract.
- Process Adherence: Follow all documented strategies and procedures, ensuring that client queries are dealt with inside agreed timeframes and in keeping with first-class requirements.
Stakeholder Interaction
- Internal Stakeholders
- Team Leaders: Engage with crew leaders to get hold of performance opinions and feedback on case management effectiveness.
- HR: Coordinate with HR for employee engagement, retention, and handling of any concerns related to worker well-being.
- Training Team: Collaborate with the training group for product updates, training schedules, and any mastering tasks.
- Technical Lead: Interact with technical leads for the resolution of complicated technical troubles, escalation of issues, and Wipro Limited training updates.
- External Stakeholders
- Clients: The primary duty is to solve client queries, provide timely updates, and offer answers that ensure consumer pride.
- Vendors: Coordinate with outside providers for troubleshooting or technical guide that can be required for product issues.
- Competencies Required
- Functional Competencies/Skills
- Process Knowledge: Knowledge of the assigned method, gear, and structures. Foundation to Competent proficiency is needed.
- Product Expertise: In-intensity expertise of the product capabilities, functionalities, and troubleshooting strategies.
- Client Interaction: Ability to provide clean verbal exchange and expert customer support in all interactions.
- Troubleshooting and Resolution: Ability to diagnose and remedy client troubles through effective troubleshooting.
- Behavioral Competencies
- Collaborative Working: Ability to work efficiently with move-useful groups to solve issues and enhance system efficiencies.
- Problem Solving & Decision Making: Strong capability to assess issues, decide answers, and make decisions independently.
- Attention to Detail: Focus on imparting accurate answers and managing purchaser queries with precision.
- Execution Excellence: Ability to fulfill deadlines, maintain carrier standards, and complete responsibilities with high first-rate.
- Client-Centricity: Maintain a sturdy recognition on customer wishes and delight, aiming to offer an tremendous service Wipro Limited revel in.
- Effective Communication: Demonstrates strong verbal and written verbal exchange abilities in every consumer interplay.
- Key Performance Indicators (KPIs)
- Process Efficiency: Number of instances resolved in line with day and compliance with hooked up excellent standards.
- Client Satisfaction: Client feedback, Pulse score, and resolution of queries inside the described SLAs.
- Self-Management: Productivity, absenteeism fee, schooling completion rates, and technical skillability in required areas.
- Continuous Improvement: Participation in education hours, range of technical schooling classes finished, and self-studying initiatives.
Qualifications and Experience
- Minimum Qualifications:
- High faculty diploma or equivalent; a bachelor’s diploma is desired.
- 1-2 years of experience in customer support, technical support, or a similar position.
- Previous enjoy in troubleshooting, purchaser interaction, and technical problem-fixing is a plus.
- Key Skills:
- Excellent verbal and written communication talents.
- Strong trouble-fixing ability with a focal point on reaching purchaser pleasure.
- Ability to work independently in addition to part of a group.
- Proficient in the use of workplace software gear consisting of MS Word, Excel, and Outlook.
- Strong attention to element and a customer-first attitude.
Equal Opportunity Statement
Wipro Limited is an Equal Opportunity Employer. We trust in fostering a various, inclusive, and supportive surroundings for all employees. We welcome candidates from all walks of existence andWipro Limited is hiring Production Specialist people with disabilities, veterans, and people from diverse backgrounds to use. Reasonable hotels might be supplied to all candidates throughout the recruitment and selection method.
If you come upon any suspicious mail or commercials concerning activity offers at Wipro, please attain out to our helpdesk at helpdesk.Recruitment@wipro.Com. Do no longer ship your resume to this e-mail as it isn’t always monitored for recruitment functions.
Conclusion
The Production Specialist at Wipro plays a pivotal position in handling consumer queries and making sure that each one troubles are resolved according with the set standards and inside the stipulated SLAs. Wipro Limited This function requires technical know-how, high-quality customer support capabilities, and the ability to efficaciously collaborate with move-purposeful groups. It offers a great opportunity for people who are enthusiastic about problem-solving and dedicated to handing over incredible customer provider.
How to Apply
- Click “Apply Now” at the venture listing.
- Redirect to our profession portal or companion internet page.
- Complete and put up the application form.
- Check your e-mail for affirmation and further commands.
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