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Retail Chat Support
Job Location:
Job Location:
Cebu - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
4 September 2026 (15 hours ago)
Posted:
Application Deadline:
2 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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 230000 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 .
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
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information including name department contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- 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 SLAÃÂÃÂÃÂs 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
- Maintain and update self-help documents for customers to speed up 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
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customersÃÂÃÂÃÂ and clientsÃÂÃÂÃÂ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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 |
Qualifications
- High School Diploma General Educational Development (GED) certificate or equivalent relevant work experience
- Minimum of 6 monthsexperience 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 Skills
- 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
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
