Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job.

The job is available in a full remote model, allowing you to work anywhere from Romania.

Job Responsibilities:

• Handle 1st level escalations on process issues that cannot be resolved by agents.
• Support inbound inquiries from internal and external customers interacting with online tools, products, and services.
• Collect and provide accurate, valid, and detailed information using appropriate methods/tools, and create cases in Salesforce CRM with concise case notes.
• Summarize tickets, gather relevant information, and classify tickets on the service platform for further team action.
• Communicate clearly with stakeholders and determine appropriate escalation paths for service tickets.
• Monitor and ensure closure of daily, weekly, and monthly deliverables.
• Resolve product or service problems by identifying issues quickly, clarifying requests, determining root causes, and selecting the best solution to achieve First Contact Resolution.
• Handle and resolve escalated customer issues and know when to escalate to the next level for review.
• Maintain strong knowledge of products and services being supported.
• Implement productivity and efficiency projects using continuous improvement methodologies.
• Actively participate in team discussions and activities and administer automated Post-Call CSAT surveys.
• Continuously contribute to process improvement initiatives.

Requirements / Skills Required:

• Experience: Minimum 2–4 years of work experience, with prior exposure to contact center or voice operations.
• Language Skills: Advanced proficiency in Dutch and English.
• Education: Diploma, Graduate, or Postgraduate degree.
• Process Knowledge: Understanding of Order Management and Customer Service processes.
• Communication: Excellent written and verbal communication skills.
• Technical Skills: Strong knowledge of MS Office Suite (Excel, PowerPoint, etc.).

Benefits of joining our team:

Competitive salary with an attractive set of social benefits:

• Private Pension Plan;
• Monthly Benefit budget;
• Medical insurance;
• Life insurance;
• Christmas bonus;
• Childbirth allowance;
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
• Personal development in a multinational working environment through nice extracurricular activities with the team;
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
• Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);
• Extra annual leave days depending on tenure within Wipro;
• BOOKSTER opportunities;
• Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;
• Employee Assistance program;
• Employee Referral Program with attractive incentive schemes
• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.

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