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Title: Production Agent - L1

Requisition ID: 44077

City: Manila

Country/Region: PH

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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<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841"> Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs

<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841">Needs to have good sales skills in order to gain sales qouta as required

<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841">Handle customer complaints and provide resolution for escalated calls/emails/sms/chat

<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841">Can do multitask with all workstream email/inbound and outboud/sms/FB/ms teams chat/escalation tool

<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841">Do have knowledge in sales process and in submiiting productivity to the management

<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841">Escalate problems if need be through the devised channels

<div ccp_infra_copy_id="" ccp_infra_timestamp="1742973163841" ccp_infra_user_hash="2915559970" ccp_infra_version="3" data-ccp-timestamp="1742973163841">Act as a central point of contact to reporting and escalating system issues to technology and the leadership

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Excellent TAGALOG communication skills
Good Interpersonal & people management skills with good problem solving approach
Excellent verbal & written communication & presentation
Need to have good customer service skills and soft skills with prime focus being on customer satisfaction
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent analytical and translation skills. Translating English to TAGALOG language
Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills
Willing to work on shifting schedules, grave yard shift, holidays as may be required by business exigencies / Willingness to rotate shifts, as needed
Very good in rebattling difficult customers in performing sales

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The applicant should be living in Manila and near BACOOR Cavite
At least second year College with at least 1 year work experience of working in BPO customer service.
For candidate with no experience may apply as long as they are full time college graduate any course.
Candidate should be fluent in speaking in ENGLISH and can switch from English to Tagalog Fluently.

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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

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.

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