Associate

Wipro; Cebu City; On-site; PHP 223,000 - 357,000; Full time

Job summary

Wipro in Cebu City is seeking a Customer Support Associate to provide effective technical help for processes and to resolve client issues directly or escalate to meet SLAs. The role focuses on airline-related inquiries, bookings, and travel-related services.

Candidates should have at least 2 years of college, SHS graduate, strong English, 30-40 WPM typing, and familiarity with AI tools to speed support. Flexibility for nights, weekends, and holidays is required.

Qualifications

• Retail/airline customer service experience preferred.
• Experience with CRM and ticketing systems is a plus.
• Familiarity with AI-driven workflows is advantageous.
• Fluency in English and strong communication skills.
• Typing speed 30–40 wpm with accuracy.
• Ability to work flexible shifts including nights and holidays.

Responsibilities

• Handle customer inquiries related to flight schedules, bookings, cancellations, and rebookings.
• Assist with ticketing, check-in procedures, and baggage handling.
• Resolve customer complaints and travel-related issues professionally.
• Support passengers with special needs, including elderly travelers and unaccompanied minors.
• Update logs of customer interactions using CRM systems.
• Uphold airline policies and safety protocols during all interactions.
• Manage Frequent Flyer Programme accounts, including enrollment, mileage tracking, tier status updates, and redemption support
• Timely follow-up on any commitments made to the customer
• Keep oneself updated, aware of, and compliant to all company policies and procedures including Security management system

Skills

Customer service

Conflict resolution

Multitasking

Time management

English proficiency

CRM systems

AI tools familiarity

Attention to detail

Team player

Typing speed 30-40 wpm

Education

Bachelor's degree or 2 years college with TOR

Senior High School diploma

Tools

MS Office

CRM platforms

Ticketing systems

Job description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Qualifications

• Graduates or undergraduates with at least 2 years of college and able to provide a Transcript of Records (TOR).
• Senior High School (SHS) graduates under the new curriculum
• English Proficiency: CEFR B2 or higher; preferred C1 for premium support
• Typing speed test of 30-40 wpm
• Strong communication and interpersonal skills
• Familiarity with AI/Gen AI tools (e.g., chatbots, virtual assistants, automated ticketing systems) and ability to leverage them for faster and more accurate customer support.
• Basic understanding of AI-driven workflows in customer service environments is a plus
• Ability to work flexible shifts, including nights, weekends, and holidays.
• Professional demeanor and customer-first attitude
• At least 1 year experience in Customer Service preferably travel/hospitality

Roles and Responsibilities

• Handle customer inquiries related to flight schedules, bookings, cancellations, and rebookings.
• Assist with ticketing, check-in procedures, and baggage handling.
• Resolve customer complaints and travel-related issues professionally.
• Support passengers with special needs, including elderly travelers and unaccompanied minors.
• Update logs of customer interactions using CRM systems.
• Uphold airline policies and safety protocols during all interactions.
• Manage Frequent Flyer Programme accounts, including enrollment, mileage tracking, tier status updates, and redemption support
• Timely follow-up on any commitments made to the customer
• Keep oneself updated, aware of, and compliant to all company policies and procedures which include Security management system

Mandatory Skills

• Skilled in customer service and conflict resolution
• Multitasking and time management Internal - General Use
• Attention to detail
• Adaptability in a fast-paced environment
• Fluency in English- in both spoken and written form
• Working knowledge of PC (MS Office) and comfort with AI-enhanced tools and digital platforms
• Excellent listening skills
• Team Player

Deliver

No Performance Parameter Measure

• 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
• 2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Customer Service( Reservation) .

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.