Customer Service Representative

Job Overview

Wipro Ltd. seeks a Customer Service Representative to support its Human Resource Outsourcing (HRO) business focusing on a B2B campaign. This role requires managing customer interactions via calls, chats, and emails to provide prompt and accurate service.

Key Responsibilities

• Deliver customer support through multiple channels including telephone, chat, and email.
• Maintain high productivity standards while ensuring timely and precise service delivery.
• Develop comprehensive client and domain knowledge to resolve queries during the first interaction.
• Meet Client Service Level Agreements (SLAs) related to customer satisfaction, service levels, handle times, and customer effort.
• Contribute to creating a positive and engaging team environment.
• Exhibit strong interpersonal skills to effectively manage daily floor operations.
• Comply with attendance and accountability policies for customer service roles.
• Resolve issues and queries with proper documentation and follow-up procedures.
• Maintain quality in internal and client interactions across calls, chats, and emails.
• Identify and facilitate operational improvements within the service process.

Required Skills and Qualifications

• Excellent verbal and written communication skills.
• Flexibility to work rotational shifts in a 24x5 environment.
• Proficiency in basic computer operation and MS Office tools.
• Proactive mindset with a positive attitude and ability to work effectively within a team.
• Strong customer engagement skills to build rapport and handle client interactions professionally.
• Capability to escalate issues constructively to achieve mutually beneficial solutions.

Educational Eligibility

• Graduates in fields such as B.Com, BBA, BA, BCA, BHM, B.Sc. (3-year degree courses except Statistics, Mathematics, and Economics Hons) are eligible; suitable for freshers and candidates with up to 2.5 years of relevant BPO experience.
• Full-time MBA, BE, or B.Tech graduates with a minimum of six months relevant experience may also apply.

Location and Work Schedule

• Position based in Noida, Uttar Pradesh, India.
• Work schedule involves US shifts (evening/night), five days per week with two fixed days off.

Benefits and Perks

• Complimentary transportation to and from work within hiring zones.
• Access to health insurance at nominal group rates facilitated by the company.
• Regular rewards and recognition programs incentivizing excellent performance.
• Opportunities for career advancement and growth.
• Continuous learning and development initiatives.
• Support for further education through assistance programs.

Additional Information

This role is part of Wipro’s transformation initiative emphasizing reinvention and continuous evolution, aiming to empower employees to grow and redefine their careers in a digitally driven environment.