Wipro – Associate (Customer Service – Product & Service)

Job Description

Wipro is hiring an Associate in Bengaluru to provide technical and product support services while ensuring adherence to defined service-level agreements (SLAs). This role is centered on delivering exceptional customer service through effective troubleshooting, query resolution, and structured process compliance. As an Associate, you will act as the first point of contact for clients, handling inbound calls and emails while ensuring professional communication and timely resolution of issues.

At Wipro, customer experience is a critical component of operational excellence. In this role, you will manage transactions according to quality standards, document customer interactions, and track issues using designated systems. You will diagnose problems, guide customers through step-by-step solutions, and escalate complex cases when required. Maintaining accurate logs, adhering to compliance standards, and meeting performance metrics are key aspects of this position.

Beyond daily support tasks, you will engage in continuous learning through product trainings and process improvement initiatives. By analyzing call trends and maintaining updated knowledge resources, you will help prevent recurring issues and enhance service delivery. If you possess strong communication skills, customer-focused problem-solving abilities, and a process-driven mindset, this opportunity provides a stable and growth-oriented career path within Wipro’s global services ecosystem.

Roles & Responsibilities

• Manage incoming customer queries via telephone and email in a courteous and professional manner.

• Document customer identification details and accurately record issues in tracking systems.

• Diagnose technical or product-related issues and guide customers through step-by-step solutions.

• Ensure resolution of client queries within defined SLA parameters.

• Maintain detailed logs of problem-solving steps and resolutions.

• Access internal knowledge bases and FAQs to provide effective and consistent solutions.

• Escalate critical or unresolved issues to team leaders as per defined escalation protocols.

• Analyze call trends to identify recurring issues and suggest preventive measures.

• Provide clear product disclosures and relevant information before and after client interactions.

• Participate in product and process training programs to maintain updated knowledge.

Requirements & Eligibility

• Bachelor’s degree or equivalent qualification (preferred).

• Strong customer service orientation with focus on Product & Service support.

• Excellent verbal and written communication skills.

• Ability to troubleshoot issues and provide structured, step-by-step guidance.

• Basic familiarity with helpdesk or ticketing systems (advantage).

• Ability to manage multiple cases while meeting daily productivity targets.

• Strong documentation and reporting skills.

• Ability to comply with SLAs, quality standards, and service agreements.

• Good organizational skills and ability to handle customer interactions professionally.

• Willingness to participate in continuous learning and skill enhancement initiatives.

Expected Salary

For an Associate (Customer Service – Product & Service) role at Wipro in Bengaluru, the expected salary typically ranges between ₹2.5 LPA and ₹4.5 LPA, depending on experience and communication proficiency. In addition to fixed compensation, employees may receive performance-based incentives aligned with SLA compliance and customer satisfaction scores. Wipro also provides structured career progression and skill development programs.

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