Sr. Customer Care Representative with Dutch (full remote)

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

 

Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job. 

The job is available in a full remote model, allowing you to work anywhere from Romania.    

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Job Responsibilities:

• Handle 1st level escalations on process issues that cannot be resolved by agents.
• Support inbound inquiries from internal and external customers interacting with online tools, products, and services.
• Collect and provide accurate, valid, and detailed information using appropriate methods/tools, and create cases in Salesforce CRM with concise case notes.
• Summarize tickets, gather relevant information, and classify tickets on the service platform for further team action.
• Communicate clearly with stakeholders and determine appropriate escalation paths for service tickets.
• Monitor and ensure closure of daily, weekly, and monthly deliverables.
• Resolve product or service problems by identifying issues quickly, clarifying requests, determining root causes, and selecting the best solution to achieve First Contact Resolution.
• Handle and resolve escalated customer issues and know when to escalate to the next level for review.
• Maintain strong knowledge of products and services being supported.
• Implement productivity and efficiency projects using continuous improvement methodologies.
• Actively participate in team discussions and activities and administer automated Post-Call CSAT surveys.
• Continuously contribute to process improvement initiatives.

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Requirements / Skills Required:

• Experience: Minimum 2–4 years of work experience, with prior exposure to contact center or voice operations.
• Language Skills: Advanced proficiency in Dutch and English.
• Education: Diploma, Graduate, or Postgraduate degree.
• Process Knowledge: Understanding of Order Management and Customer Service processes.
• Communication: Excellent written and verbal communication skills.
• Technical Skills: Strong knowledge of MS Office Suite (Excel, PowerPoint, etc.).

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͏Benefits of joining our team:

Competitive salary with an attractive set of social benefits:

• Private Pension Plan;
• Monthly Benefit budget;
• Medical insurance;
• Life insurance;
• Christmas bonus;
• Childbirth allowance;
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
• Personal development in a multinational working environment through nice extracurricular activities with the team;
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
• Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);
• Extra annual leave days depending on tenure within Wipro;
• BOOKSTER opportunities;
• Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;
• Employee Assistance program;
• Employee Referral Program with attractive incentive schemes
• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.

Mandatory Skills: After Sales Support-Back Office . Experience: 1-3 Years . 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.