Job Title: Customer Support Associate – Wipro
Company: Wipro
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full-Time, Permanent
Role Category: Voice / Blended
Job Description
Overview:
Wipro is hiring both freshers and experienced candidates for the position of Customer Support Associate (Blended Process). This is an excellent opportunity for individuals looking to build a career in the customer support domain. Candidates will be responsible for providing voice and non-voice support to customers while ensuring a high level of customer satisfaction.
Key Responsibilities: Customer Support Associate
- Handle customer queries via calls, emails, and chat support.
- Resolve customer issues by providing accurate information and efficient solutions.
- Maintain a high level of professionalism while interacting with customers.
- Ensure timely and effective resolution of customer complaints.
- Follow company policies and procedures when addressing customer concerns.
- Collaborate with internal teams to escalate complex issues when necessary.
- Maintain records of customer interactions, inquiries, complaints, and actions taken.
- Participate in regular training sessions to stay updated on product knowledge and customer service best practices.
- Ensure quality and compliance standards are met during customer interactions.
- Contribute to team goals by achieving performance targets related to customer satisfaction, resolution time, and communication efficiency.
Skills & Qualifications Required: Customer Support Associate
Educational Qualifications:
- Any graduate can apply.
- Candidates pursuing education currently are not eligible for this role.
Key Skills:
- Excellent spoken and written English communication skills.
- Strong problem-solving and analytical skills.
- Ability to multi-task and handle multiple customer interactions efficiently.
- Basic knowledge of MS Office (Word, Excel, Outlook, etc.).
- Typing speed of at least 25-30 words per minute.
- Ability to work in a fast-paced environment.
- Good interpersonal skills and customer-centric approach.
Experience:
- 0 to 2 years of experience in a BPO or customer support role.
- Freshers with excellent communication skills are encouraged to apply.
- Prior experience in an international process (voice or non-voice) is an advantage.
Work Schedule & Environment:
- 24×7 rotational night shifts (US Process).
- 5 days working (Work from Office), 2 days rotational week off.
- Candidate must be comfortable with shift-based work schedules.
- Positive and engaging work environment with excellent growth opportunities.
Perks & Benefits: Customer Support Associate
- Competitive salary package with performance-based incentives.
- Health and wellness benefits.
- Paid time off and holiday benefits.
- Extensive training programs to enhance skills.
- Career growth opportunities within Wipro.
- Collaborative work culture with exposure to a global customer base.
10 Common Interview Questions & Sample Answers for Customer Support Associate
1. Tell me about yourself.
Sample Answer: “I am a motivated individual with a passion for customer service. I have a degree in [your field] and have experience in handling customer interactions through various channels like voice, email, and chat. My ability to communicate effectively and solve problems makes me a great fit for this role.”
2. Why do you want to work in a BPO?
Sample Answer: “I enjoy interacting with people and solving their problems. A BPO offers an exciting environment where I can use my communication skills and grow professionally while providing excellent service to customers.”
3. How would you handle an angry customer?
Sample Answer: “I would listen patiently to their concerns without interrupting, acknowledge their frustration, and assure them that I am here to help. I would provide a suitable resolution while maintaining a polite and professional tone.”
4. What do you know about Wipro?
Sample Answer: “Wipro is a leading global IT services and consulting company known for its digital transformation solutions. It provides IT, BPO, and business consulting services to organizations worldwide.”
5. How do you handle work pressure?
Sample Answer: “I prioritize my tasks effectively, stay calm under pressure, and focus on problem-solving. I also believe in taking short breaks to refresh my mind and maintain productivity.”
6. How do you ensure good customer service?
Sample Answer: “I ensure good customer service by actively listening to the customer, being polite and empathetic, providing clear and concise solutions, and following up when necessary.”
7. Do you have experience handling customer emails or chat support?
Sample Answer: “Yes, I have handled customer queries through email and chat in my previous role. I am proficient in drafting professional responses and resolving issues efficiently.”
8. Can you work in rotational night shifts?
Sample Answer: “Yes, I am comfortable working in rotational night shifts and adapting to different schedules as per business requirements.”
9. How do you handle repetitive tasks?
Sample Answer: “I maintain focus by setting small goals, taking short breaks when needed, and staying motivated by looking at the bigger picture—customer satisfaction and company success.”
10. Where do you see yourself in 5 years?
Sample Answer: “I see myself growing within the organization, taking on more responsibilities, and possibly moving into a leadership role where I can train and mentor new employees.”
How to Apply?
- Interested candidates can apply via the official Wipro career portal.
- Only relevant candidates will be contacted for further rounds of selection.
About Wipro: Wipro is a globally recognized leader in IT services and business process outsourcing. With a strong focus on digital transformation, Wipro helps businesses worldwide achieve operational excellence and customer satisfaction. The company offers an inclusive work environment, extensive training programs, and excellent career growth opportunities.
If you are passionate about customer service and want to be a part of a dynamic organization, apply now and take the first step toward a rewarding career with Wipro!