Retail Chat Support

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

͏Job Qualifications

• High School Diploma, General Educational Development (GED) certificate, or equivalent relevant work experience
• Minimum of 6 months experience in contact center support / BPO preferably in customer service, sales, retail.
• Prior chat support experience is highly preferred, with demonstrated ability to manage multiple customer interactions simultaneously while maintaining service quality.
• Demonstrated ability to handle sensitive customer information with integrity, discretion, and respect for data privacy
• Strong written and verbal communication skills for chat and voice interactions, with the ability to explain information clearly and empathetically
• Ability to collaborate effectively in a team-oriented environment
• Comfortable working in a fast-paced, multitasking environment while maintaining quality and accuracy
• Strong organizational and time management skills
• Ability to prioritize tasks and manage multiple customer interactions simultaneously
• Willingness to work a flexible schedule based on business needs

Mandatory Skills͏

• Strong chat and voice support proficiency, with a minimum typing speed of 40 WPM and at least 90% accuracy
• Clear, professional written and verbal communication skills
• Strong customer service mindset with effective objection-handling capabilities
• Basic computer knowledge, including hardware, software, operating systems, and internet service providers
• Ability to multitask efficiently across multiple systems and tools
• Strong problem-solving skills with strict adherence to standard operating procedures (SOPs) and compliance requirements

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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 Mandatory Skills: Customer Service(Product&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.