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:
- Responsible for supervising and directing all customer experience and support services activities within their functional area.
- Produce, monitor, and evaluate accurate and actionable daily, monthly, quarterly KPI reporting to manager.
- Support customer retention and the building out the store sales strategy.
- Disseminate sales and marketing information regarding products and services to appropriate team members.
- Ensures customers are promptly, courteously, and professionally served and their questions and problems effectively resolved.
- Execute training and maintain department and cross functional process workflows and documentation providing best-in-class customer experience satisfaction.
- Execute technical support services and ensures resolution of customer complaints in a timely, professional manner.
- Responsible for execution of customer communication for distribution center changes, routing changes, product availability and recalls.
- Responsible for directing, developing, and appraising associate performance.
- Analysis of reports including process dashboard and team performance reports
- Attend business meeting as needed.
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Job Requirements:
- Preferably bachelor's degree in business or related field preferred, or an equivalent combination of experience and training
- At least 2 years customer service supervisory experience in Retail Processes.
- Understanding and knowledge of products.
- Excellent working knowledge of computer i.e, MS-Office, Operating Systems, Excel & Outlook management.
- Excellent verbal and written communication skills & presentation skills
- Good interpersonal & people management skills with good problem-solving approach.
- Expert knowledge of invoicing is a key requirement of this role
- Good analytical skills for MIS, number crunching & reporting to internal & external customers.
- Ability to exercise managerial judgement and perform as a mentor
- Knowledge of Voice reporting systems is mandatory.
- Familiarity with order management, operations, Inventory Planning & supply and demand procedures
- Background in consumer/retail, call management systems and/or customer relationship management preferred.
Skills/Abilities:
- Strong leadership abilities with the ability to train, coach and motivate others.
- Excellent communication skills
- Strong attention to detail
- Comfortable in highly open, dynamic and collaborative company culture.
- Ability to work in a fast-paced, team environment.
- Demonstrated ability to problem solve and set priorities.
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.
If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.
Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
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.