Retail Associate

Posting Start Date: 8/27/25

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.

• Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone, chat 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 telephone and/or chat/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 client queries
• Resolve client queries as per the SLA’s defined in the contract
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
• Document and analyze call logs to spot most occurring trends to prevent future problems. What are we saying by document and record?
• Maintain and update self-help documents for customers to speedup resolution time
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoids legal challenges by complying with service agreements

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.

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