Retail Associate

About the Role The Retail Associate provides effective technical support to processes and actively resolves client issues directly or through timely escalation to meet process SLAs. The role requires professional communication and high-quality customer service across multiple channels, supporting Wipro's digital transformation and customer support operations from Cebu. What You'll Do

• Communicate with customers by composing accurate, prompt, and effective replies via phone, chat, and e-mail.
• Handle difficult or sensitive issues with customers in a polite and tactful manner.
• Collect and contribute to daily/weekly/monthly reports monitoring customer activity.
• Understand company products, systems, and customers.
• Field all incoming help requests from clients via telephone and/or chat/emails in a courteous manner.
• Document end-user identification information, including name, department, contact information, and nature of problem or issue.
• Record, track, and document all queries received, problem-solving steps taken, and total resolutions (successful and unsuccessful).
• Follow standard processes and procedures to resolve client queries and meet SLAs.
• Access and maintain internal knowledge bases, resources, and FAQs 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.
• Comply with service agreements to avoid legal challenges. What We're Looking For
• Education: College Undergraduate/Bachelors Degree or High School Graduate (Old Curriculum/Senior High School). Fresher welcomed.
• Fluent in English with excellent telephone and email communication.
• Detail oriented, reliable, and able to handle multiple priorities in a fast-paced environment.
• Ability to solve routine problems by gathering information from customers; apply a systematic approach to problem solving.
• Professional and positive in interactions; able to establish rapport quickly; treats others with courtesy and respect.
• Able to adjust behavior and communication to accommodate working styles and perspectives of diverse individuals.
• Able to understand and communicate customer requirements as per SOP and information in the knowledge management portal.
• Neutral voice and accent; call management capabilities.
• Domain and Industry Skills; Process Knowledge.