Retail Chat Support

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

Job summary

Wipro Philippines Inc. in Cebu City seeks a Retail Chat Support agent to handle customer inquiries via chat and email. You will document details, update availability, and resolve issues per SLA while maintaining data privacy and a strong customer-service mindset.

The role requires 6 months in a contact center or BPO, High School diploma, and good typing and communication skills. Flexible scheduling is expected in a fast-paced environment.

Qualifications

• High School Diploma or GED or equivalent work experience.
• Minimum 6 months in contact center support or BPO, preferably in customer service or retail.
• Prior chat support is preferred; able to handle multiple interactions with quality.
• Demonstrated integrity with sensitive customer information and data privacy.
• Strong written and verbal communication for chat and voice interactions.
• Team-oriented, adaptable to a fast-paced environment, with good time management.
• Willing to work a flexible schedule based on business needs.

Responsibilities

• Support process by handling transactions per required quality standards.
• Field incoming help requests via telephone and/or emails professionally.
• Document caller details and nature of problem in the system.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document queries and resolutions with outcomes.
• Follow SOPs and resolve client queries within SLA definitions.
• Access knowledge bases to aid in problem resolution and product details.
• Identify trends from call logs to prevent future issues.
• Maintain self-help documents to speed up resolutions.
• Escalate serious issues to Team Leader when needed.
• Ensure product disclosures are provided before/after requests; comply with agreements.

Skills

Typing speed 40 WPM

Chat and voice support

Clear written/verbal communication

Customer service mindset

Multitasking

Problem solving

Data privacy awareness

Education

High School Diploma or GED

Tools

RAVE system

CRM/chat tools

Job description

Job Title:Retail Chat Support

City:Cebu

State/Province:Cebu State

Posting Start Date:9/3/26

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.

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 SLAâÃÂÃÂs 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
  • Avoid legal challenges by complying with service agreements

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 requirements

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.