Retail Customer Support Specialist

Wipro Ltd.; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

Wipro Ltd. in Cebu City, Philippines is seeking a customer service professional to handle inquiries via phone and email. The role focuses on accurate, prompt replies, polite handling of sensitive issues, and understanding client products and processes.

Responsibilities include documenting queries, contributing to regular reports, and ensuring high-quality support. Training and ongoing product knowledge updates are part of the role to maintain service levels.

Qualifications

• Mandatory skills include customer service and helpdesk support.

Responsibilities

• Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail.
• Ability to handle difficult or sensitive issues with customers in a polite and tactful manner.
• Collects and contributes to daily/weekly/monthly reports monitoring customer activity.
• Understanding company products, systems and customers.
• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user information including name, department, contact information and nature of problem or issue.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• 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 calls and emails using the designated tracking software.
• Offer alternative solutions to clients 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.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific 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.

Skills

Customer service

Helpdesk

Job description

Wipro Ltd. in Cebu City, Philippines is seeking a customer service professional to handle inquiries via phone and email. The role focuses on accurate, prompt replies, polite handling of sensitive issues, and understanding client products and processes.

Responsibilities include documenting queries, contributing to regular reports, and ensuring high-quality support. Training and ongoing product knowledge updates are part of the role to maintain service levels.