Wipro Hiring Production Agent L1 in Pune | Onsite

Job Overview

Wipro is hiring for the position of Production Agent L1 in Pune, Maharashtra. The role is focused on supporting business processes, responding to client requests, resolving queries, and helping the team meet defined service-level and quality standards.

The selected candidate will handle customer queries received by telephone or email, understand the issue, provide clear guidance, document each interaction, and escalate cases when timely resolution is not possible. The mandatory skill listed for this opening is Customer Service.

Key Responsibilities

• Process assigned transactions according to the required quality standards and established procedures.
• Respond to incoming client requests through telephone calls and email with courtesy and professionalism.
• Record relevant client details, including name, department, contact information, and the nature of the issue.
• Keep availability information updated in the RAVE system to support accurate productivity tracking.
• Track incoming queries, document troubleshooting actions, and record whether each issue was resolved successfully.
• Work within the service-level agreements defined for the client account.
• Refer to internal knowledge bases, support resources, and frequently asked questions when investigating client concerns.
• Learn the relevant product information needed to communicate with clients and assist with troubleshooting.
• Review call logs to identify common issues and recurring patterns that may help reduce future problems.
• Maintain and update self-help documents so customers can find guidance for common concerns.
• Identify serious issues and escalate them to the team leader when they cannot be resolved within the expected time.
• Provide clients with relevant product information and disclosures before and after responding to requests.
• Follow the applicable service agreements and process guidelines when handling client interactions.

Customer Service and Query Resolution

• Diagnose client questions by gathering the necessary information and understanding the problem before recommending a solution.
• Guide users through step-by-step instructions to help resolve product or process-related issues.
• Assist clients with navigating product menus and understanding product features.
• Handle customer queries in a user-friendly, courteous, and professional manner.
• Maintain accurate records of customer interactions in line with standard procedures.
• Enter incoming call and email details correctly in the designated tracking software.
• Offer alternative solutions when appropriate to address customer concerns and support the ongoing client relationship.
• Communicate ideas and instructions clearly, adapting the message to the listener and situation.
• Make scheduled follow-up calls, collect customer feedback, and support compliance with contractual SLAs.

Mandatory Skill

• Customer Service – The job description identifies Customer Service as the mandatory skill for this Production Agent L1 opening.

Training and Knowledge Development

• Attend product training to stay informed about product features, changes, and updates.
• Complete product-specific and other training recommended or required by the client.
• Coordinate with team leaders to identify training topics and learning needs that can improve service delivery.
• Build job knowledge through self-learning and relevant professional learning opportunities.

Performance Expectations

The role is measured through process delivery and individual self-management. The performance areas stated in the job description include:

• Process: Daily case resolution, adherence to process and quality standards, achievement of process-level SLAs, pulse score, and customer feedback.
• Self-management: Productivity, efficiency, attendance, training hours, and the number of technical training sessions completed.

Education and Experience

The supplied job description does not specify a required degree, educational branch, or minimum or maximum years of experience. It also does not explicitly state that the opening is restricted to freshers or experienced candidates. Review the employer's application page for any additional eligibility information.

Work Location

The listed job location is Pune, Maharashtra, India. The job description does not explicitly identify the work arrangement as onsite, hybrid, or remote. The SoftoJobs work-mode field is set to its configured default of onsite and should not be read as confirmation of a stated Wipro work policy.

Who Should Consider This Role

This position may suit applicants interested in customer service, client communication, process support, and resolving service queries. The responsibilities call for professional communication, accurate record keeping, a methodical approach to troubleshooting, and the ability to follow procedures and service-level expectations. Customer Service is the mandatory skill specified by Wipro for this opening.

How to Apply

Check the job details and any additional eligibility requirements on the Wipro careers page before applying. Apply now through SoftoJobs to explore this opportunity.