Customer Service Representative with Italian

Wipro Romania, part of global IT and consulting leader Wipro Ltd., has grown significantly since 2007. With over 2000 employees from 21+ nationalities, it supports 50+ clients, offering a collaborative, inclusive work environment and professional growth opportunities.

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.

Key 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.

Candidate' profile:

• Advanced level of English.
• Advanced level of Italian.
• 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

Location:

• Hybrid: 2 days / week at Wipro office in Bucharest

Schedule:

• Monday-Sunday; 2 shifts: 09:30 - 18:30 (including 1 hour break); 11:00 - 20:00 (including 1 hour break)

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.

This position offers a chance to be part of a forward-thinking company that values innovation and a progressive approach to technology. Interested candidates are encouraged to apply and join the team where they can make a significant impact.

Wipro is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.