Customer Service Representative

About the Role

Wipro Ltd. seeks a dedicated Customer Service Representative to join its Human Resource Outsourcing division focusing on a B2B campaign based in Gurugram. This role involves responding to customer inquiries via calls, chats, and emails while maintaining high-quality support standards.

Key Responsibilities

• Deliver customer service through multiple communication channels including calls, chats, and emails.
• Ensure timely and accurate delivery of services while meeting defined productivity goals.
• Develop comprehensive client and domain knowledge to resolve issues effectively on the first interaction.
• Maintain adherence to Client Service Level Agreements (SLAs) concerning customer satisfaction, service level, handle time, and customer effort.
• Contribute to fostering a positive and enjoyable team environment.
• Demonstrate strong interpersonal skills in daily floor operations.
• Follow attendance and accountability policies strictly.
• Handle issue and query resolution with thorough documentation and necessary follow-ups.
• Ensure high-quality communication and delivery on calls, chats, and emails both internally and for clients.
• Identify and support operational improvements to enhance service delivery.

Required Skills and Qualifications

• Excellent verbal and written communication capabilities.
• Flexibility to work in 24*5 rotating shifts, specifically US evening/night shifts with two fixed weekly offs.
• Good computer proficiency including basic MS Office skills.
• Positive and proactive mindset with ability to work efficiently within a team.
• Strong customer interaction skills and capability to build rapport.
• Capability to escalate issues constructively to achieve mutually beneficial resolutions.

Educational Eligibility

• Graduates in B.Com, BBA, BA, BCA, BHM, B.Sc., or equivalent three-year degree courses (excluding Statistics, Mathematics, and Economics honors).
• Fresh graduates and candidates with relevant BPO experience up to 2.5 years are eligible.
• MBA, BE, or B.Tech full-time graduates with a minimum of six months relevant experience can also apply.

Work Location and Schedule

• Position based in Gurugram, Haryana, as per business requirements.
• US shifts mainly during evenings and nights, five days a week with two fixed offs.

Benefits

• Complimentary round-trip transportation for employees residing within the hiring zone.
• Health insurance plans available at affordable rates facilitated by the company.
• Regular rewards and recognition programs to acknowledge performance.
• Clear pathways for career progression and growth.
• Continuous learning and development opportunities provided.
• Support for further education through dedicated assistance programs.

Additional Information

The role calls for candidates who are motivated to constantly evolve professionally within a digitally transforming company. Wipro promotes an environment of reinvention—transforming careers and fostering skill advancement in a purpose-driven setting.