Customer Service Representative

About the role

Wipro is hiring fresh graduates for a Customer Service Representative position in Gurgaon. The role focuses on handling client queries via phone and email, diagnosing issues, guiding customers through solutions, documenting interactions, and meeting defined service‑level agreements.

Responsibilities

• Manage incoming customer calls and emails, recording all relevant details.
• Follow standard operating procedures to resolve queries within SLA targets.
• Utilize internal knowledge bases and FAQs to provide accurate solutions.
• Learn product specifics and continuously update self‑help documentation.
• Identify recurring issues, document trends, and suggest process improvements.
• Escalate unresolved or critical problems to the team leader with proper documentation.
• Maintain accurate logs of all interactions and follow‑up actions.
• Provide step‑by‑step troubleshooting and guide customers through product navigation.

Eligibility

• Any graduate degree (no specific specialization required).
• Freshers – no prior work experience needed.
• Strong verbal and written communication skills.
• Willingness to learn product details and undergo training.
• Aptitude for diagnosing and resolving customer issues.

Skills

• communication
• customer service
• problem solving
• product knowledge
• documentation
• sla management
• teamwork
• troubleshooting

Benefits