About Wipro Limited

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a global leader in technology services and consulting, delivering innovative solutions to address complex digital transformation needs. With a presence in over 65 countries and a workforce of more than 230,000 employees, Wipro helps clients achieve bold ambitions and build sustainable businesses.

Role Overview

The Associate role is focused on providing effective technical and customer support, ensuring timely resolution of client issues in line with process SLAs. This position requires strong communication skills, problem-solving abilities, and a commitment to delivering excellent customer service.

Key Responsibilities

• Manage transactions and support processes to meet quality standards.
• Respond to client queries via phone and email in a courteous and professional manner.
• Document and track all customer interactions, problem-solving steps, and resolutions.
• Follow standard operating procedures to resolve client issues within agreed SLAs.
• Maintain and update internal knowledge bases and self-help documents.
• Identify recurring issues and propose preventive measures.
• Escalate critical issues to team leaders when necessary.
• Provide product guidance and troubleshooting assistance to clients.
• Offer alternative solutions to retain customer satisfaction.
• Participate in scheduled follow-ups to ensure service compliance.
• Attend product trainings and stay updated on feature enhancements.
• Collaborate with team leaders to improve training programs and service delivery.

Performance Indicators

• Number of cases resolved per day.
• Compliance with process and quality standards.
• Meeting SLA targets and achieving positive customer feedback.
• Maintaining productivity and efficiency metrics.
• Completing required technical training hours.

Mandatory Skills

Customer Service (Product & Service)

Why Join Wipro?

Wipro offers an inclusive, diverse, and supportive work environment. We are committed to equal opportunity employment and provide reasonable accommodations for applicants with disabilities. Join us to be part of a purpose-driven organization that values reinvention and continuous learning.