Job Overview
Role: Customer Service Representative Location: Gurugram Experience: Freshers Qualification: Any Degree Key Skills: Communication Skills, Customer Service, Problem Solving, Product Knowledge, Documentation, Time and SLA Management, Teamwork
Job Description
Wipro is hiring Customer Service Representatives in Gurugram, open to freshers with any degree. This role involves handling customer queries via telephone and email, understanding problems, providing step-by-step assistance, documenting interactions, and resolving issues per defined processes and SLAs. The position also includes a strong troubleshooting component, requiring employees to diagnose issues, guide users, maintain accurate records, and escalate unresolved problems. Candidates are expected to maintain high customer service standards, continuously develop product knowledge through training and self-learning, and identify recurring issues for process improvement. The salary is "Best in Industry", and applications are due ASAP.
Roles and Responsibilities
- Customer Transactions and Queries: Handle incoming customer support requests through telephone and email. Interact with customers in a courteous and professional manner. Record customer identification information and details of the issue. Track queries, troubleshooting steps, and successful or unsuccessful resolutions. Follow standard processes and procedures when resolving customer queries. Resolve issues according to the defined contractual SLAs.
- Knowledge Resources: Access internal knowledge bases and resources. Use frequently asked questions to assist customers. Learn relevant product information to improve customer interactions. Maintain and update self-help documentation where required.
- Trend Identification and Escalation: Document and analyze call logs to identify recurring issues. Identify red flags and serious client issues. Escalate unresolved or time-sensitive issues to the team leader. Follow up with customers and conduct scheduled callbacks where required. Collect customer feedback and ensure compliance with applicable SLAs.
- Customer Service Quality: Provide product support through effective diagnosis. Guide customers through step-by-step troubleshooting. Help customers navigate product menus and understand product features. Maintain accurate customer query records. Process and record calls and emails using designated tracking software. Provide alternative solutions where appropriate.
- Technical Support: The role includes several technical support activities where representatives understand the product and help customers solve problems through structured diagnosis and troubleshooting.
Skills and Eligibility Criteria
Educational Background: Any degree.
Experience: Freshers.
Competencies:
- Communication Skills
- Customer Service
- Problem Solving
- Product Knowledge
- Documentation
- Time and SLA Management
- Teamwork