Job Description
Job Title:  Retail Associate
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  1/7/26
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: 

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

Q͏ualifications:

  • High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience desired 
  • Fluent in English is a must; fluent in other languages, is an asset
  • Excellent telephone and email communication skills
  • Must be detail oriented, reliable and have the ability to handle multiple priorities in a fast-paced environment
  • Ability to maintain the highest level of confidentiality
  • Excellent interpersonal, written and oral communication skills
  • Ability to work in a team fostered environment
  • Ability to work in a multi-tasked environment
  • Ability to prioritize and organize work
  • Ability to adapt to a flexible schedule 

Roles and Responsibilities

  • Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and e-mail
  • Ability to handle difficult or sensitive issues with customers in a polite and tactful manner
  • Collects and contributes to daily/weekly/monthly reports monitoring customer activity
  • Understanding company products, systems and customers
  • Fielding all incoming help requests from clients via telephoneand/or emails in a courteous manner
  • Document all pertinent end user identification information,including name, department, contact information and nature of problem or issue
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all clientqueries
  • Resolve client queries as per the SLA’s defined in thecontract
  • Access and maintain internal knowledge bases, resources andfrequently asked questions to aid in and provide effective problemresolution to clients
  • Identify and learn appropriate product details to facilitatebetter client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends toprevent future problems
  • Maintain and update self-help documents for customers to speedup resolution time
  • Identify red flags and escalate serious client issues to Teamleader in cases of untimely resolution
  • Ensure all product information and disclosures are given toclients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements 

͏

  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
    • Undertake product trainings to stay current with product features, changes and updates
    • Enroll in product specific and any other trainings per client requirements/recommendations
    • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
    • Update job knowledge by participating in self learning opportunities and maintaining personal networks

͏

Deliver

No Performance Parameter Measure
1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

 
Mandatory Skills: Customer Service .

 

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.
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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.