Associate L1

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

Job summary

Wipro Limited in Cebu City is seeking a customer service professional to provide technical support, handle calls, and resolve client issues while meeting process SLAs. You will document interactions and maintain knowledge of client products.

You will demonstrate empathy, strong English communication, and teamwork while adhering to company policies and security requirements in a global IT services environment.

Qualifications

• Strong customer service orientation and communication skills.
• Excellent English verbal and written communication with neutral accent.
• Good listening and problem-solving abilities.
• Proficient in basic computer applications (MS Office).

Responsibilities

• Handle inbound and outbound customer calls; resolve issues promptly or escalate per SLA.
• Maintain knowledge of client products and services; document interactions accurately.
• Provide first-time call resolution and ensure high customer satisfaction.
• Follow policies, maintain confidentiality, and participate in trainings.

Skills

Customer service

English communication

Active listening

Computer skills

Teamwork

Analytical thinking

Situational handling

Flexibility

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role Purpose

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

Do

• Professionally handle incoming calls from customers and ensure that issues are resolved both promptly and thoroughly
• Demonstrate patience in all customer interactions, including maintaining a pleasant and professional tone
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Maintain broad knowledge of client products and/or services
• Offer additional products and/or services as needed
• Prepare complete and accurate work including appropriately notating accounts as required
• Track, document and retrieve information in call tracking database
• Ensure service delivered to our customer meets contractual Key Performance Indicators (KPIs)
• Handle inbound and outbound calls according to defined quality, standards, policies and procedures
• Deliver excellent customer service and ensure customer satisfaction in all calls
• Ensure accurate documentation of each call
• Attend to customer queries, concerns and complaints and provide first time call resolution
• Escalate calls to proper parties following proper protocols
• Ensure compliance to all company policies and procedures
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured
• Participate in activities designed to improve customer satisfaction and business performance

• Customer service orientation
• Excellent English communication skills (verbal and written) with neutral accent
• Active listening skills
• Computer and keyboard skills (working knowledge of PCs e.g. "MS Office")
• Teamwork
• Reasonable analytical skills
• Situation handling skills
• Good motivational fit (job, organization, location)
• Willing to work on shifting schedules, grave yard shift, holidays or rest days as may be required by business exigencies

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

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

Mandatory Skills: Claims_Processing.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.

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.