Customer Service Representative

Job Description

Wipro Ltd. is looking for a Customer Service Representative for our Human Resource Outsourcing Business into a B2B campaign.

Principal Responsibilities:

• Customer Service through calls, Chats & emails
• Ensure timely and accurate service delivery at defined productivity levels
• Build client & domain knowledge to be able to deliver a resolution on the first conversation
• Ensure adherence to Client Service Level Agreements (SLAs) like Customer Satisfaction, Service Level, Handle Time & Customer Effort
• To strive to create a healthy and fun filled Environment in the team
• Display interpersonal skills in handling the day-to-day operations on the floor
• Adhere to Customer Service Attendance & Accountability policies
• Execute issue /query resolution and ensure proper documentation & follow-up
• Maintain Internal & Client level delivery quality on calls, chats & email conversations
• Identify, share and support operational improvements

Critical Skills Required:

• Very Good written & spoken communication skills
• Should be flexible to work in rotational shifts in 245 work environment
• Proficient in computer usage and Basic knowledge on MS Office
• Pro-active & Positive Attitude • Ability to Work efficiently and effectively in a team
• Excellent Customer facing Skills and Ability to build Rapport
• Should have the ability to escalate issues with a view to bringing about a win-win resolution

Education Eligibility:

• Graduates in B.com, BBA, BA, BCA, BHM, B.Sc. and 3-year degree courses except Stats, Maths and Eco Hons, Freshers and candidates with relevant BPO experience eligible (Maximum 2.5 years of relevant experience can be considered.)
• Full-time MBA, BE, B Tech graduates with minimum 6 months of relevant experience can apply.

Locations and Shifts:

• Noida as per the business requirements
• US Shifts – Evening/Night Shifts for 5 Days a week with 2 fixed offs

Perks and Benefits:

• Both sides Transport facility provided by the organization without any cost (current address must fall in a hiring zone)
• Health Insurance at nominal rates facilitated by the organization
• Regular Rewards and Recognition programmes
• Career mapping and growth
• Regular Learning & Development initiatives
• Further Education assistance programmes