Job Description
We are excited to offer you this new opportunity with Wipro Technologies, one of the biggest brands in the industry at this moment with a well-established history in various domains.
As part of this project, your role as Customer Care will be to build and co-manage a strong relationship with our client’s organization and perform based on defined SLA and KPIs.
Responsibilities:
- Handling of inbound and outbound calls to address various call types from customers.
- Handling of incoming transactions (chat/email/social media) to address queries from various customers.
- Handling technical queries including troubleshooting for client diabetes-devices management software and app.
- Handling requests for free of charge items.
- Assisting customers to make the right product choice.
- Determine based on product complaint if warranty claim applies and if so, order, replacement product.
- Log information related to product complaints, to be researched by the quality team.
- Perform necessary outbound calls to reconnect or follow-up, as part of the CRM campaign.
- Response to Inbound email or whitemail via phone, email or whitemail.
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Candidate’ profile:
- Advanced level of English.
- Advanced level of German.
- Excellent verbal and written communication skills.
- Problem-solving: Ability to address customer concerns and find solutions.
- Negotiation: Strong negotiation skills to secure favorable deals.
- Sales Acumen: Understanding of sales strategies and techniques.
- Highly self-motivated to deliver superior customer experience.
- High energy level and personal resilience.
- Integrity and desire to comply with all legal and moral standards.
- Service and quality oriented.
Nice to have skills:
- Experience in Medical Device BPO /Diabetes devices.
- CRM Proficiency in using CRM software
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Benefits for working with us:
- Competitive salary with an attractive set of social benefits:
- Private Pension Plan;
- Monthly Benefit budget;
- Medical insurance;
- Life insurance;
- Christmas bonus;
- Childbirth allowance;
- Relocation package for candidates willing to relocate;
- 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;
- Nice designed and central business office;
- Fruits, coffee and tea on the house;
- 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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Deliver
No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed