Wipro Production Agent L1 Recruitment 2026 – Mumbai | Apply Online

# Wipro Recruitment – Production Agent L1

Company: Wipro Job Role: Production Agent L1 Location: Mumbai, Maharashtra Job Type: Full-Time Experience: As per company requirements Industry: IT Services & Consulting Mandatory Skill: Claims Processing

Job Overview

Wipro is hiring for the position of Production Agent L1 in Mumbai. The role focuses on providing effective technical and customer support, resolving client queries, handling transactions according to quality standards, and ensuring that service-level agreements (SLAs) are met.

The selected candidate will interact with clients through telephone and email, diagnose issues, provide step-by-step solutions, maintain accurate records, and escalate complex issues when required.

Key Responsibilities

• Handle incoming customer requests through telephone and email in a professional manner.
• Understand and document customer information and the nature of reported issues.
• Record, track, and maintain details of customer queries and resolutions.
• Resolve customer issues according to defined processes and SLAs.
• Use internal knowledge bases, FAQs, and available resources to troubleshoot customer problems.
• Provide accurate product information and assist customers with product navigation.
• Diagnose customer queries and guide users through appropriate solutions.
• Maintain accurate records of calls, emails, and customer interactions.
• Provide alternative solutions wherever appropriate to improve customer satisfaction.
• Follow up with customers and conduct scheduled callbacks when required.
• Identify critical or unresolved issues and escalate them to the Team Leader.
• Analyze customer interactions and call logs to identify recurring issues and trends.
• Maintain and update self-help documentation to improve resolution time.
• Participate in product and process training to stay updated with changes.
• Follow company policies, processes, service agreements, and quality standards.

Skills Required

• Claims Processing knowledge or experience.
• Strong communication and interpersonal skills.
• Good customer service skills.
• Problem-solving and troubleshooting abilities.
• Ability to communicate clearly through phone and email.
• Good documentation and record-keeping skills.
• Ability to work according to defined SLAs and quality standards.
• Willingness to learn new products, processes, and tools.
• Ability to work effectively in a team environment.

Performance Expectations

Candidates will be evaluated on:

• Number of cases resolved per day.
• Compliance with process and quality standards.
• Meeting defined SLAs.
• Customer feedback and satisfaction.
• Productivity and efficiency.
• Training participation and completion of technical training.

Why Join Wipro?

Wipro is a global technology services and consulting company operating across multiple countries. The company provides opportunities to work in a professional environment with continuous learning, product training, and career development opportunities.

How to Apply

Interested candidates who meet the required skills can apply for the Production Agent L1 position through the application option provided on this page.

Note: Candidates should verify the eligibility requirements and job details before applying. Job availability and requirements may change according to Wipro's recruitment process.