Retail Associate

Wipro Technologies; Cebu City; On-site; PHP 223,000 - 446,000; Full time

Job summary

Wipro Limited is seeking a proactive Customer Support Specialist in Cebu City to provide end-to-end assistance for pre- and post-sales inquiries. You will resolve issues, document interactions, and escalate as needed to meet SLAs. The role requires 6–12 months in customer service, fluent English, and flexible scheduling.

The position emphasizes strong communication, problem-solving, and teamwork to ensure a high-quality customer experience and adherence to contract obligations.

Qualifications

• At least 6–12 months of customer service or related experience.
• Fluent in English, both written and spoken.
• Willing to work on a shifting schedule.
• Excellent written communication and comprehension skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Reliable, adaptable, and customer-focused.
• Strong problem-solving and teamwork skills.

Responsibilities

• Provide end-to-end customer support for pre-sales, post-sales, and account-related inquiries.
• Resolve customer concerns efficiently while adhering to established policies, procedures, and compliance requirements.
• Process customer transactions and service requests using internal systems and tools.
• Manage customer accounts, including profile updates, password resets, loyalty program enrollment, marketing preferences, and order tracking.
• Handle post-purchase concerns and ensure timely resolution or escalation when required.
• Support loyalty program members by addressing inquiries and explaining program benefits.
• Document all customer interactions accurately in internal systems to maintain data integrity.
• Collaborate with internal teams to resolve complex customer issues and ensure a positive customer experience.

Skills

Customer service

Communication

Teamwork

Attention to detail

Adaptability

Education

Undergraduate/ Diploma/ University Graduate in any discipline

Tools

RAVE system

Tracking software

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

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • 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 client queries
  • Resolve client queries as per the SLA s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and elevate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

Deliver

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

• 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

Qualifications

• Undergraduate (HSC), Diploma, or University Graduate in any discipline
• At least 6 to 12 months of customer service or related experience
• Fluent in English, both written and spoken
• Additional language proficiency is an advantage
• Willing to work on a shifting schedule
• Excellent written communication and comprehension skills
• Strong attention to detail and accuracy
• Ability to manage multiple priorities in a fast-paced environment
• Reliable, adaptable, and customer-focused
• Strong problem-solving and teamwork skills

Preferred Skills

• Professional email writing and tone adaptation
• Domain and industry knowledge
• Customer service process knowledge
• Experience handling customer accounts and service requests

Trainable Skills

• Product and process knowledge
• Company-specific systems and tools
• Standard Operating Procedures (SOPs)
• Loyalty program support processes
• Escalation and resolution management

Key Responsibilities

• Provide end-to-end customer support for pre-sales, post-sales, and account-related inquiries.
• Resolve customer concerns efficiently while adhering to established policies, procedures, and compliance requirements.
• Process customer transactions and service requests using internal systems and tools.
• Manage customer accounts, including profile updates, password resets, loyalty program enrollment, marketing preferences, and order tracking.
• Handle post-purchase concerns and ensure timely resolution or escalation when required.
• Support loyalty program members by addressing inquiries and explaining program benefits.
• Document all customer interactions accurately in internal systems to maintain data integrity.
• Collaborate with internal teams to resolve complex customer issues and ensure a positive customer experience.
• Apply problem-solving techniques to identify, analyze, and resolve routine customer concerns.
• Communicate professionally through email and other customer support channels while maintaining service quality standards.

Mandatory Skills: Customer Service Helpdesk.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.