AssociateWipro

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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.
Roles 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.
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Build Capability for Operational Excellence and Superior Customer Service
Participate actively in comprehensive product training programs to stay updated with the latest features, changes, and client-specific requirements.
Collaborate with team leads and peers to identify training needs and contribute feedback for continuous learning improvements.
Engage in self-directed learning opportunities and maintain professional networks to enhance expertise and service quality.
Foster a culture of knowledge sharing within the team to elevate overall performance and client satisfaction.
͏Deliver No Performance Parameter Measure
1 Process No. of cases resolved daily, adherence to compliance and quality standards, meeting or exceeding defined process SLAs, positive pulse survey scores, and favorable customer feedback ratings.
2 Self-Management Assessment based on individual productivity and efficiency metrics, attendance and punctuality records, completion of assigned training hours, and successful achievement of technical certification goals.By consistently achieving these performance metrics, you will contribute to Wipro Philippines' commitment to delivering world-class customer service and operational excellence within the BPS-Digital Customer sector.Mandatory Skills: Customer Service(Product&Service) .Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.Apply nowStartPlease wait...Information at a GlanceGet Job AlertsReceive notifications when we have open roles and get other relevant career newsJoin UsExplore open roles that match your interests and skillsIf you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.© 2025 Wipro LimitedxCookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
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Wipro

Cebu
Permanent
Full-time