Technical Support Associate — Client Care & SLA Resolution

Wipro; Cebu City; On-site; PHP 201,000 - 301,000; Full time

Job summary

Wipro in Cebu, Philippines, is seeking a capable technical support specialist to handle inbound and outbound calls, resolve client issues, and escalate when needed to meet SLAs. The role emphasizes strong customer service, documentation accuracy, and adherence to information security policies.

The candidate should have strong English communication, active listening, and computer skills, with flexibility to work shifts as required by operations.

Qualifications

• Senior high school graduate or at least 2 years in college (with no back subjects) or a college graduate.
• With or without call center experience
• Experience in similar role may be required in specific programs with varying years of experience

Responsibilities

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures
• Deliver excellent customer service and ensure customer satisfaction in all calls
• Ensure accurate documentation of each call
• Attend to customer queries, concerns and complaints and provide first time call resolution
• Escalate calls to proper parties following proper protocols
• Ensure compliance to all company policies and procedures
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

Skills

Customer service orientation

English communication

Active listening

Computer and keyboard skills

Teamwork

Analytical skills

Situation handling

Motivation fit

Shift flexibility

Education

Senior High School diploma

2 years of college

College degree

Job description

Wipro in Cebu, Philippines, is seeking a capable technical support specialist to handle inbound and outbound calls, resolve client issues, and escalate when needed to meet SLAs. The role emphasizes strong customer service, documentation accuracy, and adherence to information security policies.

The candidate should have strong English communication, active listening, and computer skills, with flexibility to work shifts as required by operations.