Associate L1

Wipro Technologies; Philippines; On-site; PHP 223,200 - 334,800; Full time

Job summary

A leading technology services company in the Philippines is seeking a Customer Service Representative to provide technical support and resolve client issues effectively. The ideal candidate should have excellent customer service skills, be dependable, and possess strong communication abilities. Responsibilities include handling inbound and outbound calls, ensuring customer satisfaction, and maintaining compliance with company policies. A passion for helping customers and a strong team spirit are essential for success in this role. Join us to thrive in a diverse and inclusive workplace.

Qualifications

• Excellent customer service skills are essential.
• Must be dependable and attentive to details.
• Willingness to work on shifting schedules, including graveyard shifts.

Responsibilities

• Handle inbound and outbound calls to meet quality standards.
• Deliver excellent customer service and ensure customer satisfaction.
• Document each call accurately.
• Address customer queries and provide first-time resolution.
• Escalate calls following proper protocols.
• Ensure compliance with all company policies.

Skills

Customer service orientation

Excellent English communication skills

Active listening skills

Computer and keyboard skills

Teamwork

Reasonable analytical skills

Situation handling skills

Good motivational fit

Good interpersonal and people handling skills

Attention to details

Ability to work with multiple systems

Expert knowledge of Member Services process in the healthcare industry

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.

Skills Required

• 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, graveyard shift, holidays or rest days as may be required.
• Excellent verbal and written communication skills with neutral accent.
• Good interpersonal and people handling skills with good problem‑solving approach and solutions.
• Works independently, dependable with attention to details.
• Able to work with multiple systems.
• Excellent customer service skills.
• Expert knowledge of Member Services process in the healthcare industry
• Knowledge of client and end user requirement.

Roles and Responsibilities

• 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.

Build Capability for Operational Excellence

• 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 Number 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, Number of technical training completed.

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.