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.

This is a full remote/work from home job opportunity.

Responsibilities:

• Support inbound inquiries from internal and external customers as they interact with our online tools, products, and services

• Collect and provide accurate, valid, and detailed information by using the right methods/tools and following procedures for creating cases in Salesforce CRM including entering accurate, concise case notes

• Should be able to summarize the ticket, collect relevant information and classify the tickets on the service platform for further team to work upon

• Should communicate clearly to stakeholders and be able to judge where to escalate the service tickets for resolution

• Tenacious in resolving product or service problems by identifying issues quickly, clarifying the customer’s request, determining the cause of the problem, and selecting/explaining the best solution to solve the problem with the goal of attaining First Contact Resolution

• Handle and resolve escalated customer issues and understand when to escalate or advance customer issues which require next level review

• Learns and follows company policies, standard operating procedures

• Ability to implement productivity/efficiency projects via continuous improvement methodology

• Actively participate in team discussions and activities & administer an automated Post-Call CSAT Survey

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Critical skills required:

Foreign languages skills:

• Advanced English language skills, written, reading and spoken

• Advanced French language skills, written, reading and spoken

• Education Background

• Diploma / Grad / Post Graduate

• Understanding of Order Management & Customer Service Process

• Excellent communication skills both written and verbal

• Very good Knowledge of MS Office Suite ( Excel, PowerPoint etc.)

• Minimum Experience of 6 to 12 months and past experience of operating in contact center/ voice operations

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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.