Job Description

Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job.

The job is available in a full remote model, allowing you to work **anywhere from Romania. **

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Job Responsibilities:

• Handle 1st level escalations on process issues that cannot be resolved by agents.

• Support inbound inquiries from internal and external customers interacting with online tools, products, and services.

• Collect and provide accurate, valid, and detailed information using appropriate methods/tools, and create cases in Salesforce CRM with concise case notes.

• Summarize tickets, gather relevant information, and classify tickets on the service platform for further team action.

• Communicate clearly with stakeholders and determine appropriate escalation paths for service tickets.

• Monitor and ensure closure of daily, weekly, and monthly deliverables.

• Resolve product or service problems by identifying issues quickly, clarifying requests, determining root causes, and selecting the best solution to achieve First Contact Resolution.

• Handle and resolve escalated customer issues and know when to escalate to the next level for review.

• Maintain strong knowledge of products and services being supported.

• Implement productivity and efficiency projects using continuous improvement methodologies.

• Actively participate in team discussions and activities and administer automated Post-Call CSAT surveys.

• Continuously contribute to process improvement initiatives.

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Requirements / Skills Required:

• Experience: Minimum 2–4 years of work experience, with prior exposure to contact center or voice operations.

• Language Skills: Advanced proficiency in Dutch and English.

• Education: Diploma, Graduate, or Postgraduate degree.

• Process Knowledge: Understanding of Order Management and Customer Service processes.

• Communication: Excellent written and verbal communication skills.

• Technical Skills: Strong knowledge of MS Office Suite (Excel, PowerPoint, etc.).

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͏Benefits of joining our team:

Competitive salary with an attractive set of social benefits:

• Private Pension Plan;

• Monthly Benefit budget;

• Medical insurance;

• Life insurance;

• Christmas bonus;

• Childbirth allowance;

• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;

• Personal development in a multinational working environment through nice extracurricular activities with the team;

• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;

• Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);

• Extra annual leave days depending on tenure within Wipro;

• BOOKSTER opportunities;

• Winner Circle Points (WCP)& Long service award**(LSA) **platforms which offers the possibility of both non-monetary and monetary recognition;

• Employee Assistance program;

• Employee Referral Program with attractive incentive schemes

• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.