💼 Customer Service Representative | Wipro Hiring
🏢 Company: Wipro
🔥 Wipro Hiring
📋 Job Description
Wipro is hiring a Customer Service Representative in Gurugram. The role is responsible for providing effective technical support, resolving client issues and meeting process SLAs through timely troubleshooting and escalation.
The position involves handling customer requests through telephone and email, documenting queries, troubleshooting product-related issues, maintaining accurate records and providing courteous, professional customer service.
🔑 Key Responsibilities
- Manage customer transactions according to required quality standards.
- Handle incoming help requests from clients through telephone and email.
- Document customer identification information and details of reported issues.
- Record, track and document queries, troubleshooting steps and resolutions.
- Follow standard processes and procedures to resolve client queries.
- Resolve queries according to defined contractual SLAs.
- Use internal knowledge bases, resources and FAQs to support problem resolution.
- Learn relevant product details to improve customer interaction and troubleshooting.
- Analyze call logs to identify recurring trends and potential issues.
- Maintain and update self-help documents for customers.
- Identify serious issues and escalate them to the Team Leader when required.
- Provide required product information and disclosures to clients.
- Comply with service agreements and applicable processes.
- Diagnose customer queries and guide users through step-by-step solutions.
- Assist customers with product menus and feature navigation.
- Maintain accurate customer query logs and records.
- Process incoming calls and emails using designated tracking software.
- Offer alternative solutions where appropriate to support customer retention.
- Make scheduled callbacks and collect customer feedback.
- Participate in product-specific and other required training programs.
- Work with Team Leaders to identify training and learning requirements.
- Maintain job knowledge through self-learning and professional networks.
🎓 Eligibility
- Qualification: Not Specified in the provided job description.
- Experience: Not Specified in the provided job description.
- Ability to provide customer and technical support.
- Strong troubleshooting and problem-solving abilities.
- Willingness to participate in required product and process training.
- Mandatory Skill: Health and Welfare (HW).
🛠️ Key Skills
- Customer Service
- Technical Support
- Customer Query Resolution
- Troubleshooting
- Problem Solving
- Call & Email Support
- Customer Relationship Management
- Process & SLA Compliance
- Knowledge Base Management
- Call Log Analysis
- Communication Skills
- Health and Welfare (HW)
🎁 Benefits
- Opportunity to work in customer and technical support operations.
- Exposure to client-facing troubleshooting and service processes.
- Experience with SLA-driven customer support operations.
- Opportunity to develop product support and problem-solving skills.
🚀 Why Join Wipro?
- Work with a global technology services and consulting company.
- Build experience in customer and technical support.
- Gain exposure to structured service processes and SLAs.
- Develop troubleshooting, communication and customer service capabilities.
📊 Core Skills
Customer Service | Technical Support | Troubleshooting | Query Resolution | Call & Email Support | SLA Management | Problem Solving | Communication | Customer Experience | Process Compliance | Health and Welfare
🎯 Interview Preparation
- Prepare examples of handling customer queries through calls and emails.
- Revise basic troubleshooting and problem-solving approaches.
- Prepare for questions on customer service and SLA compliance.
- Be ready to explain how you handle difficult or escalated customer issues.
- Understand the importance of accurate documentation and call logging.
- Prepare examples demonstrating clear verbal and written communication.
- Review the Health and Welfare (HW) domain as the mandatory skill.
🚀 How to Apply
Interested candidates can apply directly through Wipro's official careers portal.
🚀 Apply Now