Job Description
Job Title:  Subject Matter Expert
City:  Cebu
State/Province:  Cebu State
Posting Start Date:  4/16/26
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

͏

Do

  • Handle escalated customer complaints and service issues from frontline agents and clients.
  • Investigate and resolve complex cases involving ticketing errors, refunds, rebookings, loyalty program disputes, and service failures.
  • Liaise with internal departments (e.g., Reservations, Airport Services, Baggage Services, Loyalty) to coordinate resolution.
  • Document case details, actions taken, and outcomes in the 1Point system and ARD tool.
  • Ensure escalations are resolved within defined service level agreements (SLAs).
  • Identify trends in escalations and recommend process or policy improvements.
  • Maintain up-to-date knowledge of airline policies, procedures, and regulatory requirements (e.g., DOT, EU261)

͏

  • Proficiency in 1Point system and ticketing systems (ARD)
  • Strong understanding of airline operations, fare rules, and customer service workflows
  • Familiarity with complaint handling procedures and regulatory frameworks
  • Excellent verbal and written communication skills
  • Strong problem-solving and conflict resolution abilities
  • High level of empathy, patience, and professionalism
  • Ability to work under pressure and manage sensitive customer interactions
  • Detail-oriented with strong documentation and follow-up skills
  • Customer-focused mindset with a commitment to operational excellence
  • High level of urgency, attention to detail, and adaptability
  • May require rotating shifts, weekend, or holiday coverage
  • Must be able to handle confidential and sensitive information with discretion

͏

Qualifications:

  • College Graduate 
  • 1-2 years total BPO experience
  • Candidate must have at least a tenure of >3 months and handled either Voice/ chat or email transaction

͏

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( Reservation) .

 

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.
Information at a Glance

Get Job Alerts

Receive notifications when we have open roles and get other relevant career news


Register >
 

Join Us

Explore open roles that match your interests and skills


Search Jobs >
 

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.