Production Agent L1

Wipro Limited is a global leader in technology services and consulting, dedicated to delivering innovative solutions that address complex digital transformation challenges. With a comprehensive portfolio spanning consulting, design, engineering, and operations, Wipro supports clients in achieving their most ambitious goals and building sustainable, future-ready businesses. Operating across 65 countries with over 230,000 employees and partners, Wipro is committed to helping customers, colleagues, and communities thrive in a rapidly evolving world.

Key Responsibilities

Provide effective technical support and manage client transactions: Handle all incoming client requests via phone or email courteously, documenting essential user information such as name, department, contact details, and issue description. Maintain availability status in the internal system to ensure process productivity. Accurately record, track, and document all queries, problem-solving steps, and resolution outcomes. Follow established processes and procedures to resolve client issues within defined SLAs. Utilize internal knowledge bases and FAQs to support efficient problem resolution. Continuously update self-help documents to accelerate resolution times. Identify recurring issues through call log analysis to prevent future problems. Escalate unresolved or critical client issues promptly to team leaders. Ensure all product information and disclosures are communicated to clients to comply with service agreements and avoid legal challenges.

Deliver excellent customer service through diagnosis and troubleshooting: Provide clear product support by guiding clients through step-by-step solutions and assisting with product navigation to enhance user understanding. Address client queries professionally and courteously, maintaining detailed logs of all interactions as per standard guidelines. Use designated tracking software to process and record all incoming communications accurately. Offer alternative solutions when appropriate to retain client business. Communicate effectively by organizing ideas and tailoring messages to the audience. Conduct follow-up calls to gather feedback and ensure adherence to contracts and SLAs.

Build capability for operational excellence and superior customer service: Participate in ongoing product training to stay updated on features, changes, and client-specific requirements. Collaborate with team leaders to identify training needs and learning opportunities that enhance service delivery. Engage in self-learning and maintain professional networks to continuously improve job knowledge and performance.

Required Qualifications

Experience and skills in Payment and Fraud (Trust & Safety) domains are essential. Candidates should demonstrate the ability to manage client interactions professionally, follow process guidelines, and meet service level agreements consistently. Strong communication skills, problem-solving aptitude, and a customer-focused approach are critical for success in this role.

Preferred Qualifications and Benefits

While specific benefits are not detailed, Wipro emphasizes a culture of reinvention and continuous learning. Employees are encouraged to evolve their skills and careers in alignment with the company’s commitment to innovation and digital transformation. Wipro offers a dynamic work environment powered by purpose, where individuals are empowered to design their own growth and contribute to a modern, forward-thinking organization.

This role demands strong self-management, productivity, and efficiency, with performance measured by the number of cases resolved, compliance with quality standards, and customer feedback. Training hours and technical skill development are also key performance indicators, supporting ongoing professional growth within the company.