Retail Chat Support Specialist

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

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.