Job description
Join Wipro, a global leader in digital transformation, as an Associate L1 in Cebu. This entry-level customer service role offers a fast-paced, supportive environment where you can grow your career with a leading technology company. You will be part of a diverse team delivering outstanding service to clients across industries, leveraging modern tools and processes designed to empower you from day one.
As a Cebu-based associate, you will engage with customers via inbound calls, chat, and email, delivering helpful information, solving problems, and guiding users through step-by-step resolutions. You will be supported by comprehensive training, ongoing coaching, and clear career progression within Wipro’s extensive operations. We value curiosity, empathy, and a commitment to excellence, and we provide a structured path to develop expertise in customer service, product knowledge, and digital support.
Why choose Wipro in Cebu? You’ll join a diverse, inclusive culture with modern facilities, a focus on work-life balance, and competitive compensation and benefits. If you are passionate about helping people, comfortable with technology, and ready to start a rewarding career in a dynamic BPO environment, this is the role for you.
Responsibility
- Handle inbound customer inquiries via phone, chat, and email, delivering accurate information about products, services, and billing.
- Provide effective troubleshooting and step-by-step guidance to resolve issues on first contact when possible.
- Document each interaction in the CRM with clear notes, case details, and next steps.
- Meet or exceed performance metrics such as average handling time, first contact resolution, and customer satisfaction scores.
- Collaborate with teammates and cross-functional teams to ensure timely and high-quality customer outcomes.
- Identify opportunities to upsell or offer relevant services while maintaining trust and integrity.
- Escalate complex issues to the appropriate teams and track progress until resolution.
- Adhere to Wipro’s policies on data privacy, security, and compliance while delivering exceptional service.
Qualification
- High school diploma or equivalent; bachelor’s degree preferred but not required.
- 0-2 years of experience in customer service or a call center environment (entry-level welcome).
- Excellent English communication skills, both verbal and written, with strong active listening.
- Comfortable using CRM tools and basic computer applications; quick learner of new technologies.
- Strong problem-solving abilities, patience, and a positive, customer-first attitude.
- Ability to multitask and stay organized in a fast-paced environment.
- Willingness to work assigned shifts, including weekends or holidays if needed.
- Team-oriented mindset with a readiness to participate in training and continuous development.