Wipro Hiring Customer Service Representative Job| Apply Right Now|

• Job Position: Customer Service Representative
• CTC: Rs 5,40,000 PA – Rs 6,40,000 PA
• Degree: Any Degree
• Location: Gurugram (Gurgaon)
• Job Type: Full Time
• Experience: Freshers/Experienced

About Wipro:

Wipro Limited is a global leader in information technology, consulting, and business process services.

With a strong commitment to innovation and client success, Wipro is at the forefront of transformative technologies. We are dedicated to providing exceptional service to our clients and are seeking enthusiastic individuals to join our dynamic team.

Job Description: Customer Service Representative

As a Customer Service Representative at Wipro, you will be an essential part of our commitment to delivering world-class customer service.

You will engage with customers, addressing inquiries, resolving issues, and ensuring a positive experience. We are looking for individuals with excellent communication skills, problem-solving abilities, and a passion for exceeding customer expectations.

Key Responsibilities:

Customer Interaction and Engagement:

• Handle inbound and outbound customer communications via phone, email, and chat.
• Provide information about Wipro’s products and services, addressing queries with accuracy and efficiency.
• Build rapport with customers, demonstrating empathy and professionalism in every interaction.

• Identify and resolve customer concerns, escalating complex issues to relevant departments when necessary.
• Collaborate with cross-functional teams to ensure timely and effective solutions.
• Strive for a first-contact resolution to enhance customer satisfaction.

Product Knowledge and Continuous Learning:

• Develop a deep understanding of Wipro’s product and service offerings.
• Stay updated on industry trends, product changes, and service updates.
• Participate in ongoing training to enhance product knowledge and customer service skills.

Quality Assurance:

• Adhere to established quality standards and procedures in customer interactions.
• Participate in quality assurance activities to ensure continuous improvement.
• Provide constructive feedback to improve internal processes.

Documentation and Record Keeping:

• Maintain accurate and detailed records of customer interactions and transactions.
• Document customer feedback, common issues, and resolutions for knowledge sharing.
• Contribute to the development and maintenance of a comprehensive knowledge base.

Customer Feedback Analysis:

• Collect and analyze customer feedback to identify trends and areas for improvement.
• Proactively address customer concerns and contribute to strategies for improving overall customer satisfaction.

Skills Required 

Communication Skills:

• Exceptional verbal and written communication skills.
• Ability to convey information, concisely, and professionally.
• Active listening skills to understand and address customer needs effectively.

Customer Focus:

• Dedication to providing excellent customer service.
• Empathy and the ability to understand and respond to customer concerns.
• A customer-centric approach with a commitment to exceeding expectations.

Team Collaboration:

• Ability to collaborate with cross-functional teams to achieve common goals.
• Effective communication with internal departments to resolve customer issues.
• Willingness to share insights and feedback for continuous improvement.

Adaptability:

• Flexibility to adapt to changes in processes or procedures.
• Ability to thrive in a fast-paced environment and handle multiple tasks simultaneously.
• Openness to learning new technologies and tools.

Time Management:

• Efficient time management skills to handle a high volume of customer interactions.
• Prioritization skills to ensure timely resolution of customer concerns.
• Meeting or exceeding performance metrics and service level agreements.

Technological Proficiency:

• Familiarity with customer relationship management (CRM) software.
• Competency in using support ticketing systems and other relevant tools.
• Basic technical troubleshooting skills.

Attention to Detail:

• Accurate and detail-oriented record-keeping.
• Thorough documentation of customer interactions and issue resolutions.
• Consistency in following established quality standards.

Resilience and Patience:

• Resilience in handling challenging customer interactions.
• Patience in dealing with diverse customer personalities and situations.
• Maintaining a positive and professional attitude in all interactions.

Shift Flexibility:

• Willingness to work in a shift-based environment, including evenings and weekends.
• Availability to meet customer needs across different time zones.

Continuous Improvement:

• Proactive in seeking feedback and opportunities for improvement.
• Participation in training and development programs to enhance skills.
• Contributing to a culture of continuous improvement within the customer service team.

Qualifications:

• High school diploma or equivalent; additional education or certification is a plus.
• Proven experience in customer service, preferably in a technology or service-oriented industry.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Ability to handle challenging situations with patience and professionalism.
• Familiarity with CRM software and support ticket systems is an advantage.
• Flexibility to work in a shift-based environment.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career advancement.
• Collaborative and inclusive work culture.