Wipro
About Wipro & Role Overview
Wipro Limited (NYSE: WIT) is a leading technology services and consulting company delivering end-to-end digital transformation solutions across 65 countries.
Located in Gurugram, Haryana, the Customer Service Representative provides technical and process support to clients via phone and email. This role focuses on diagnosing and resolving client queries, maintaining compliance with SLAs, and capturing accurate ticket data within dedicated tracking systems.
Key Responsibilities & Deliverables
Issue Diagnosis & Technical Support: Field incoming help requests via phone/email, perform step-by-step troubleshooting, guide clients through product features, and offer alternative solutions to ensure high retention.
Call Logging & Ticket Management: Document user information, track query logs, log problem-solving steps, and maintain records using internal software and the RAVE availability tracking system.
Process & SLA Adherence: Resolve client queries within defined contractual SLAs, follow standard operating procedures, and comply with legal/service agreements and product disclosure guidelines.
Escalation & Trend Analysis: Identify recurring call trends to prevent future issues, maintain self-help documentation, and escalate unresolved or critical “red flag” cases to the Team Leader.
Continuous Capability Building: Complete mandatory client/product trainings, partner with Team Leads to address learning gaps, and maintain up-to-date product knowledge.
Key Performance Parameters
Process & SLA Metrics: Number of daily cases resolved, adherence to process/quality standards, SLA compliance, Pulse score, and CSAT feedback.
Self-Management: Productivity, efficiency, schedule adherence/attendance, and total completed training hours.
Mandatory Skills & Qualifications
Mandatory Skill: Health and Welfare (HW) process domain knowledge.
Core Competencies: Technical troubleshooting, active listening, strong oral and written communication, customer service orientation, and ticket logging.
Posting Details
Location: Gurugram, Haryana
Posting Start Date: 7/15/26
To apply for this job please visit careers.wipro.com.