PRODUCTION AGENT L1

Wipro; Cebu City; On-site; PHP 201,000 - 268,000; Full time

Job summary

Wipro Limited is seeking an entry-level process support specialist to provide effective technical support for resident services and to resolve client issues promptly. The role requires strong English communication, multitasking across systems, and a willingness to operate in a 24/7 shift environment.

The position emphasizes accurate data entry in Yardi and other systems, handling renewals, and delivering high-quality customer service while guiding residents through processes and inquiries.

Qualifications

• SHS/College/GED or equivalent required.
• Minimum 6 months of BPO experience.
• Excellent verbal and written English communication.
• Willing to work a 24/7 shifting schedule.
• Proficient in MS Office (Excel, Word, Outlook).
• Experience with Yardi Voyager or similar property software preferred.

Responsibilities

• Answer inbound calls from residents and assist with questions on lockouts, email changes, late fees, and disputes.
• Enter accurate data into the resident collection system and Yardi.
• Diffuse tense situations and maintain high-quality customer service.
• Process renewals, log tenant ledger adjustments, and track concessions.
• Escalate complex issues to the appropriate teams as needed.
• Contribute to training and product knowledge to improve client service.

Skills

BPO experience

English communication

Microsoft Office

Customer service

Education

SHS/College/GED

Tools

Yardi Voyager

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

͏Qualifications:

• Senior High School (SHS) Graduate, College Graduate, or holder of a General Educational Development (GED) certificate, or equivalent.
• Minimum of 6 months of BPO experience required.
• Strong verbal and written communication skills in English.Excellent spoken and written communication abilities.
• Willing to work in a 24/7 shifting schedule environment.
• Strong customer service orientation and interpersonal skills.
• Proficient in Microsoft Office applications, including Excel, Word, and Outlook.
• Experience with Yardi Voyager or a similar property management software is preferred.
• Ability to navigate multiple systems and perform tasks with accuracy and efficiency.

R͏oles and Responsibilities͏

• Answer inbound calls from the resident service line to assist in answering questions about resident lockout, email change, late fee processing, card dispute, charge reversal and general concerns / issues
• Enter and ensure accurate information is input into resident collection system (i.e. phone number, email, proper spelling of resident names).
• Diffuse and calm residents that may have isolated incidents that need immediate attention to provide the highest quality of customer service.
• Process renewals when received. Enter all relevant data into Yardi; record any concession amounts if applicable due to a renewal promotion, record daily log for tracking of Tenant Ledger Adjustments ( TLAs ) as they pertain to rent adjustments, credits, and concessions
• Incident logging and directing to respective teams
• This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent s manager at any time based upon Company need.

• 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: Application Support Desk.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.