Technical Support & Customer Care Specialist

Wipro; Compostela; On-site; PHP 391,000 - 614,000; Full time

Job summary

Wipro is hiring an Airline Specialist to provide effective technical support and exceptional customer service in Cebu City, Philippines. You will handle inbound inquiries via phone and email, document issues, and escalate where needed to meet SLAs.

The role emphasizes product knowledge, troubleshooting, and adherence to service agreements, with opportunities to learn and grow within a global tech services leader.

Qualifications

• Customer service experience handling inquiries via phone or email.
• Ability to document user information and issue details.
• Familiarity with knowledge bases and troubleshooting guidelines.

Responsibilities

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document end user information, department, contact details and nature of problem or issue
• Update availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem‑solving steps and resolutions
• Follow standard processes and procedures to resolve all client queries
• Resolve client queries as per SLAs defined in the contract
• Access and maintain internal knowledge bases and FAQs to aid resolution
• Identify and learn product details to facilitate better interaction and troubleshooting
• Document and analyze call logs to spot trends to prevent future problems
• Maintain and update self‑help documents for customers to speed up resolution
• Identify red flags and escalate serious issues to Team Leader
• Ensure all product information is given to clients before and after requests
• Avoid legal challenges by complying with service agreements

Skills

Customer Service (Reservation)

Job description

Wipro is hiring an Airline Specialist to provide effective technical support and exceptional customer service in Cebu City, Philippines. You will handle inbound inquiries via phone and email, document issues, and escalate where needed to meet SLAs.

The role emphasizes product knowledge, troubleshooting, and adherence to service agreements, with opportunities to learn and grow within a global tech services leader.