Retail Chat Support

Wipro; Cebu City; On-site; PHP 201,000 - 357,000; Full time

Job summary

Wipro in Cebu City, Philippines is seeking a responsive support specialist to provide effective technical assistance to the process and resolve client issues, escalating when needed to meet SLAs.

The role requires at least a high school diploma, 6 months in a contact center, strong chat/voice support, excellent written and spoken communication, and the ability to multitask in a fast-paced environment while protecting customer data.

Qualifications

• High School Diploma or GED or equivalent
• Minimum 6 months experience in contact center support / BPO
• Chat support experience preferred with multiple interactions
• Handle sensitive customer information with integrity and privacy
• Strong written and verbal communication for chat and voice
• Ability to collaborate in a team-oriented environment
• Willingness to work flexible schedule

Responsibilities

• Provide effective technical support to the process and resolve client issues
• Escalate to meet process SLAs when needed
• Handle multiple customer interactions across chat and voice
• Adhere to SOPs and compliance requirements

Skills

Chat & voice support

Typing speed 40 WPM

Customer service mindset

Strong communication

Team collaboration

Time management

Data privacy awareness

Multitasking

Problem-solving

Education

High School Diploma / GED or equivalent

Job description

Job Description

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, General Educational Development (GED) certificate, or equivalent relevant work experience
• Minimum of 6 monthsexperience in contact center support / BPO preferably in customer service, sales, retail.
• Prior chat support experience is highly preferred, with demonstrated ability to manage multiple customer interactions simultaneously while maintaining service quality.
• Demonstrated ability to handle sensitive customer information with integrity, discretion, and respect for data privacy
• Strong written and verbal communication skills for chat and voice interactions, with the ability to explain information clearly and empathetically
• Ability to collaborate effectively in a team-oriented environment
• Comfortable working in a fast-paced, multitasking environment while maintaining quality and accuracy
• Strong organizational and time management skills
• Ability to prioritize tasks and manage multiple customer interactions simultaneously
• Willingness to work a flexible schedule based on business needs

Mandatory Skills

• Strong chat and voice support proficiency, with a minimum typing speed of 40 WPM and at least 90% accuracy
• Clear, professional written and verbal communication skills
• Strong customer service mindset with effective objection-handling capabilities
• Basic computer knowledge, including hardware, software, operating systems, and internet service providers
• Ability to multitask efficiently across multiple systems and tools
• Strong problem-solving skills with strict adherence to standard operating procedures (SOPs) and compliance requirement

No Performance Parameter Measure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

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.