Associate - Spanish Bilingual

Wipro Ltd.; Compostela; Presencial; PHP 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Disabilities welcome

Descripción de la vacante

Wipro is seeking an Associate - Spanish Bilingual in Cebu City, Philippines. The role provides technical support to processes and resolves client issues directly or via escalation to meet SLAs.

The candidate must be fluent in English and Spanish, with strong communication skills and the ability to manage multiple tasks in a fast-paced environment. On-site position with disability-inclusive hiring.

Formación

• Fluent in English and Spanish language required.
• Excellent telephone and email communication skills.
• Must be detail oriented and able to handle multiple priorities in a fast-paced environment.
• Ability to maintain confidentiality.
• Strong interpersonal, written and oral communication skills.
• Ability to work in a team and in a multi-tasked environment.
• Flexible schedule adaptability.

Responsabilidades

• Communicate with customers via phone and email with accurate, prompt responses.
• Handle difficult or sensitive issues politely and tactfully.
• Contribute to daily/weekly/monthly reports on customer activity.
• Understand company products, systems, and customers.
• Route inquiries within SLA and escalate when needed.
• Document and track all queries and resolutions.
• Maintain knowledge bases to aid in problem resolution.
• Identify product details to assist customer interactions.
• Update self-help documents to speed resolution.

Conocimientos

Fluent English

Spanish language

Telephone communication

Email communication

Attention to detail

Confidentiality

Multitasking

Teamwork

Educación

High School Diploma or GED

Descripción del empleo

Associate - Spanish Bilingual

Company: Wipro

Job Type: Full Time

Location: Cebu City, Philippines

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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

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 escape 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. Realize your ambitions.

Applications from people with disabilities are explicitly welcome.