Job Description: Customer Support Associate
Position: Customer Support Associate
Company: Wipro
Location: Powai, Mumbai (within transport boundaries)
Experience Required: 0-1 years
Salary Range: ₹2.25-3.5 LPA
Employment Type: Full-Time, Permanent
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Role Category: Voice / Blended
About the Customer Support Associate Role
The Customer Support Associate role at Wipro involves inbound and outbound interactions with clients to provide seamless customer service. The position emphasizes strong communication skills and adaptability to a dynamic work environment. This role is suited for freshers or candidates with up to one year of experience, offering an excellent entry point into the BPM/BPO industry.
Roles and Responsibilities for Customer Support Associate
- Customer Interaction:
- Handle inbound and outbound client interactions professionally and efficiently.
- Respond to customer queries, issues, and concerns through voice and blended processes.
- Provide exceptional customer service to ensure client satisfaction and resolution of issues.
- Process Adherence:
- Follow the prescribed workflows, scripts, and standard operating procedures.
- Maintain a thorough understanding of company policies and service standards.
- Ensure accuracy and timeliness in all interactions and documentation.
- Skill Enhancement:
- Be flexible to work across different queues, including voice and back-office processes.
- Upskill continuously to adapt to the changing requirements of the role.
- Communication:
- Communicate effectively with clients in English, maintaining a polite and professional tone.
- Manage escalations by understanding client concerns and providing prompt resolutions.
- Team Collaboration:
- Work cohesively with team members to meet organizational objectives.
- Share feedback and suggestions to improve service quality.
Key Requirements: Customer Support Associate
Educational Qualifications:
- Graduation is not mandatory. Undergraduates are welcome to apply.
- Candidates must not be full-time students and must have cleared their most recent exams.
Experience:
- Freshers are encouraged to apply.
Skills and Competencies:
- Excellent verbal communication skills in English.
- Strong interpersonal skills and ability to build rapport with customers.
- Ability to adapt to a 24×7 shift environment.
- Proficiency in handling voice and blended processes.
Preferred Skills:
- Exposure to international BPO or call center operations.
- Prior experience in blended processes.
Other Requirements:
- Candidates must reside within the transport boundaries defined for the job location:
- Western Line: Churchgate to Mira Road
- Central Line: CST to Thane
- Harbour Line: CST to Belapur
Work Environment:
- Shift Details: 5 working days with 2 rotational week-offs.
- Location: Kensington – Powai, Mumbai.
- Transport Facility: Limited to candidates within the transport boundaries.
Why Join Wipro?
Empowering Growth: Wipro provides opportunities to enhance your skills, develop expertise, and progress in your career.
Diversity and Inclusion: Recognized as a workplace that champions diversity, especially for women.
Global Presence: Be part of a company that fuels digital transformation for leading organizations worldwide.
Work-Life Balance: A supportive environment that ensures employees achieve personal and professional harmony.
Recognition: Wipro is highly rated by employees and listed among the Fortune India 500 and Forbes Global 2000 companies.
Interview Questions and Sample Answers for Customer Support Associate
1. Can you describe a situation where you provided excellent customer service?
Sample Answer: In my previous role, a customer called in frustrated about a delayed delivery. I empathized, checked the order status promptly, and ensured that the product was delivered the next day. I kept the customer informed throughout the process, which helped restore their trust in the company.
2. How do you handle irate customers over the phone?
Sample Answer: I listen patiently and let the customer express their concerns fully. Then, I acknowledge their frustration and assure them of a resolution. I focus on solving the problem promptly and keep a calm and professional tone throughout the conversation.
3. Are you comfortable working in a 24×7 shift environment?
Sample Answer: Yes, I understand that customer service requires flexibility. I am prepared to adapt to rotating shifts to meet the demands of the role.
4. What do you understand about a blended process?
Sample Answer: A blended process involves handling both voice calls and back-office tasks. It requires versatility and the ability to manage diverse responsibilities efficiently.
5. How do you ensure accuracy in your work?
Sample Answer: I double-check all entries and follow a structured approach to tasks. I also make use of checklists and guidelines to minimize errors and maintain accuracy.
6. Can you give an example of how you resolved a technical issue for a customer?
Sample Answer: In my previous role, a customer was unable to access their account due to a password reset issue. I guided them through the reset process step-by-step, ensuring they could log in successfully. I also provided tips to avoid similar issues in the future.
7. Why do you want to work with Wipro?
Sample Answer: Wipro’s commitment to innovation, diversity, and employee growth aligns with my career goals. I admire the company’s global impact and the opportunities it provides for professional development.
8. How do you manage your time effectively during busy workdays?
Sample Answer: I prioritize tasks based on urgency and importance. I use task management tools to stay organized and ensure timely completion of all responsibilities.
9. How do you deal with a scenario where you don’t know the solution to a customer’s problem?
Sample Answer: I would inform the customer that I’m looking into the issue and consult with my team or refer to the knowledge base. I’d ensure the customer is updated throughout the process and follow up with a resolution.
10. What steps would you take to improve customer satisfaction?
Sample Answer: I would focus on understanding customer needs, providing prompt resolutions, and maintaining clear communication. Additionally, seeking feedback and implementing suggestions can help enhance the overall customer experience.
Conclusion
Joining Wipro as a Customer Support Associate is an excellent opportunity to kickstart your career in customer service. The role provides a platform to develop essential skills, work with a diverse team, and contribute to delivering exceptional customer experiences. If you are a motivated individual with strong communication skills and a passion for helping customers, we encourage you to apply.