Customer Support Representative with Dutch

Job description:

Job Description

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.

Responsibilities:

-Support inbound inquiries from internal and external customers as they interact with our online tools, products, and services

-Collect and provide accurate, valid, and detailed information by using the right methods/tools and following procedures for creating cases in Salesforce CRM including entering accurate, concise case notes

-Should be able to summarize the ticket, collect relevant information and classify the tickets on the service platform for further team to work upon

-Should communicate clearly to stakeholders and be able to judge where to escalate the service tickets for resolution

-Tenacious in resolving product or service problems by identifying issues quickly, clarifying the customer's request, determining the cause of the problem, and selecting/explaining the best solution to solve the problem with the goal of attaining

-First Contact ResolutionHandle and resolve escalated customer issues and understand when to escalate or advance customer issues which require next level reviewLearns and follows company policies, standard operating procedures

-Ability to implement productivity/efficiency projects via continuous improvement methodology

-Actively participate in team discussions and activities & administer an automated Post-Call CSAT Survey

͏

What is expected from you:

-Advanced 
English
language skills, written, reading and spoken

-Advanced
Dutch
language skills, written, reading and spoken

-Education Background - Diploma / Grad / Post Graduate.Understanding of Order Management & Customer Service

-Excellent communication skills both written and verbal.

-Very good Knowledge of MS Office Suite ( Excel, PowerPoint etc.)

-Minimum Experience of 6 to 12 months and past experience of operating in contact center/ voice͏

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.

͏ ͏

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
• Undertake product trainings to stay current with product features, changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver

No
Performance Parameter
Measure
1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.