Wipro Kolkata
Customer Support Voice Process Executive
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Company Description
Wipro is a global information technology, consulting, and business process services company that supports clients in diverse industries, including social networking and digital platforms. The organization focuses on delivering high-quality customer and technical support to enhance user experience and trust. Wipro offers structured training, career growth opportunities, and a collaborative work environment. Its Kolkata operations, including the New Town location, support customer-facing processes that are critical to client satisfaction and business continuity.
Role Description
This is a full-time, on-site Customer Support Voice Process Executive role based in New Town, Kolkata. The executive will handle inbound and outbound customer calls, respond to queries, and provide clear, accurate information about products and services.
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Responsibilities
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- Handling inbound and outbound customer calls
- Responding to queries and providing information about products and services
- Resolving customer issues and addressing concerns
- Ensuring a positive interaction that supports customer satisfaction and retention
- Documenting interactions
- Following standard operating procedures
- Escalating complex issues to relevant teams
- Meeting performance metrics such as quality, productivity, and attendance
- Collaborating with teammates and supervisors to improve processes
- Contributing to a consistent, professional support experience
Qualifications
- Customer Support and Customer Service skills, with the ability to manage voice-based interactions professionally and empathetically.
- Customer Satisfaction focus, including the capacity to handle complaints, provide resolutions, and maintain a positive customer experience.
- Online Support and Technical Support abilities to assist users with basic troubleshooting, account-related issues, and platform navigation.
- Strong verbal communication skills in English and relevant regional languages, with clear pronunciation and active listening.
- Basic computer proficiency and familiarity with CRM tools or call center software.
- Ability to work on-site in New Town, Kolkata, in rotational shifts if required.
- Prior experience in a voice process or contact center environment is an advantage but not mandatory.
- Minimum educational qualification: higher secondary or equivalent; a diploma or degree in any discipline is beneficial.
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