Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
Job Description
Role Purpose
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs
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Qualifications
- Grads/undergrads with 2 years completion in college and able to produce TOR.
- SHS Graduate for new curriculum
- Flexible to work in a 24X7 environment
Roles and Responsibilities
- Responsible for handling inbound and outbound calls from any part of the globe that the call originates from
- Equipped to handle all general reservations and deal with changes to all reservations/tickets
- Provide refunds to passengers and answer general airline and reservation queries
- Handle Frequent Flyer program general queries
- Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done through his supervisor
- Timely follow up on any commitments made to the customer
- Ensure accurate documentation of customer profiles/reservations
- Handle customer complaints and provide first time resolution
- Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Mandatory Skills
- Working knowledge of PCs e.g. MS Office
- Reasonable keyboard skills
- Generic understanding of customer service
- Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
- Excellent spoken English and reasonably good written communication skills.
- No Regional Accent, Neutral Accent
- Ability to verbalize thoughts
- Correct construction of sentences
- Grammatically correct English
- Good grasping power
- Excellent listening skills
- Should have patience and not be overawed by difficult situations
- Team player
- Reasonable analytical skills
- Understanding of job profile applied for
- Situation handling skills
- Leadership skills (not a critical parameter but would be an add-on
Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions.
Applications from people with disabilities are explicitly welcome.
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.