Subject Matter Expert

City: Cebu

State/Province: Cebu State

Posting Start Date: 4/16/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Do

• Handle escalated customer complaints and service issues from frontline agents and clients.
• Investigate and resolve complex cases involving ticketing errors, refunds, rebookings, loyalty program disputes, and service failures.
• Liaise with internal departments (e.g., Reservations, Airport Services, Baggage Services, Loyalty) to coordinate resolution.
• Document case details, actions taken, and outcomes in the 1Point system and ARD tool.
• Ensure escalations are resolved within defined service level agreements (SLAs).
• Identify trends in escalations and recommend process or policy improvements.
• Maintain up-to-date knowledge of airline policies, procedures, and regulatory requirements (e.g., DOT, EU261)

• Proficiency in 1Point system and ticketing systems (ARD)
• Strong understanding of airline operations, fare rules, and customer service workflows
• Familiarity with complaint handling procedures and regulatory frameworks
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• High level of empathy, patience, and professionalism
• Ability to work under pressure and manage sensitive customer interactions
• Detail-oriented with strong documentation and follow-up skills
• Customer-focused mindset with a commitment to operational excellence
• High level of urgency, attention to detail, and adaptability
• May require rotating shifts, weekend, or holiday coverage
• Must be able to handle confidential and sensitive information with discretion

• College Graduate
• 1-2 years total BPO experience
• Candidate must have at least a tenure of >3 months and handled either Voice/ chat or email transaction