Job Description

Role Purpose

The primary objective of this role is to deliver exceptional technical assistance within a dynamic process environment, resolving client inquiries and challenges efficiently and accurately. The position demands proactive engagement with clients, ensuring prompt troubleshooting, and escalating issues when necessary to uphold service level agreements (SLAs). This role is vital in fostering customer satisfaction and maintaining operational excellence through effective communication and resolution strategies.

As a Production Agent, you will play a key role in bridging the gap between complex technical systems and customer needs by leveraging your strong interpersonal skills and problem-solving capabilities. This position supports continuous improvement efforts by gathering client feedback and collaborating with internal teams to enhance service delivery workflows. Your contribution will drive client retention, operational efficiency, and the overall success of Wipro Philippines Inc's BPS-Digital Customer operations.

Working within a fast-paced and evolving digital environment, you will have opportunities to expand your technical knowledge and grow professionally while making a tangible impact on customer experience and business outcomes.

͏Qualifications

• High School Diploma, General Educational Development (GED) certificate, or equivalent work experience in a relevant technical or customer service role is preferred.

• Proficiency in English is mandatory; fluency in additional languages is a valuable asset and will enhance communication with a diverse client base.

• Excellent verbal and written communication skills, demonstrated through clear, professional, and empathetic interactions via telephone and email channels.

• Strong attention to detail and reliability, with the ability to prioritize and manage multiple tasks effectively in a high-volume, fast-paced environment.

• Demonstrated ability to maintain strict confidentiality and handle sensitive information with integrity.

• Exceptional interpersonal skills, including the ability to work collaboratively within a team-oriented setting and effectively engage with colleagues and clients.

• Proven adaptability to variable schedules and willingness to participate in ongoing training to stay current with product updates and process enhancements.

• Competence in utilizing internal knowledge bases, tracking tools, and reporting systems to document client interactions and support process improvement.

• Commitment to upholding organizational values such as client centricity, execution excellence, and continuous learning.

R͏oles and Responsibilities

• Deliver accurate, prompt, and courteous responses to customer inquiries via telephone and e-mail, ensuring clarity and resolution in all communications.

• Handle sensitive or challenging client situations tactfully, demonstrating patience and professionalism throughout interactions.

• Collect, compile, and contribute to regular reports monitoring customer activity, identifying trends, and areas for service enhancement.

• Develop a comprehensive understanding of company products, systems, and customer profiles to provide informed support.

• Efficiently manage incoming help requests, documenting essential client information including contact details and problem descriptions.

• Track and record problem-solving efforts, capturing both successful and unsuccessful resolution attempts to support continuous improvement.

• Adhere strictly to established processes and procedures to achieve effective resolution of client issues within defined SLAs as per contractual agreements.

• Utilize internal knowledge resources, FAQs, and technical documentation to support timely and effective problem-solving.

• Identify key product features to enhance troubleshooting capabilities and improve overall client engagement.

• Analyze call logs to detect recurrent issues, enabling proactive measures to mitigate future problems.

• Maintain and update self-help documentation to facilitate faster resolution times for clients.

• Escalate urgent or unresolved client concerns to Team Leaders promptly, ensuring high-priority issues receive immediate attention.

• Provide complete product information and disclosures during client interactions to ensure transparency and compliance with service agreements.

• Follow all company policies to avoid legal risks, upholding the highest standards of service integrity.

͏

**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

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Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed