Associate - Spanish Bilingual

Wipro; Compostela; On-site; PHP 240,000 - 360,000; Full time

Job summary

Wipro Limited in Cebu City, Philippines, seeks an Associate - Spanish Bilingual to provide effective technical support and resolve client issues within SLAs. The role requires fluency in English and Spanish, strong communication, and the ability to handle multiple tasks in a fast-paced environment.

Responsibilities include responding to inquiries by phone and email, documenting interactions, and escalating complex issues when needed. This is a full-time, on-site position.

Qualifications

• Fluent in English and Spanish.
• High School Diploma or GED.
• Excellent telephone and email communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Maintains confidentiality and works well in a team.

Responsibilities

• Communicate with customers via phone and email with accurate, prompt replies.
• Handle difficult or sensitive issues politely and tactfully.
• Record and report daily/weekly/monthly customer activity and resolutions.
• Acquire product knowledge to assist clients effectively.

Skills

Spanish fluency

English fluency

Customer service

Communication skills

Education

High School Diploma / GED

Job description

Associate - Spanish Bilingual

Company: Wipro
Job Type: Full Time
Location: Cebu City, Philippines
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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.

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

QUALIFICATIONS

• High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired
• With or without call center experience
• Fluent in English and Spanish language
• Excellent telephone and email communication skills
• Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
• Ability to maintain the highest level of confidentiality
• Excellent interpersonal, written and oral communication skills
• Ability to work in a team fostered environment
• Ability to work in a multi-tasked environment
• Ability to prioritize and organize work
• Ability to adapt to a flexible schedule

ROLES AND RESPONSIBILITIES

• Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail
• Ability to handle difficult or sensitive issues with customers in a polite and tactful manner
• Collects and contributes to daily/weekly/monthly reports monitoring customer activity
• Understanding company products, systems and customers
• Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
• Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
• Follow standard processes and procedures to resolve all clientqueries
• Resolve client queries as per the SLA’s defined in thecontract
• Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
• Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends toprevent future problems
• Maintain and update self-help documents for customers to speedup resolution time
• Identify red flags and elevate serious client issues to Teamleader in cases of untimely resolution
• Ensure all product information and disclosures are given toclients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

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.