Process Associate

Wipro; Khordha; On-site; INR 300,000 - 420,000; Full time

Job summary

Wipro Offshore Staff in Odisha invites applications for an Associate role. Fresher or Experience candidates with a strong aptitude for learning system software and good English comprehension are welcome.

You will handle client queries via phone/email, document issues, and maintain knowledge bases while meeting SLAs. The role requires 30 WPM typing speed with 90% accuracy and the ability to multitask in a 24/7 shift environment.

Qualifications

• Under Graduate/ Graduate Degree - Business or any discipline
• Typing speed 30 WPM with 90% accuracy
• Good English comprehension and analytical skills

Responsibilities

• Field incoming help requests from clients via telephone and/or emails in a courteous manner
• Document end user information including name, department, contact information and issue nature
• Update availability in the system to ensure productivity
• Record, track, and document queries and resolutions
• Follow standard processes to resolve client queries and meet SLAs
• Identify product details to facilitate better client interaction and troubleshooting

Skills

Typing 30 WPM

English comprehension

multitask

Education

Undergraduate/Graduate degree in Business or any discipline

Job description

Experience Profile Education Requirements
Role Offshore Staff Offshore Staff
Associate Fresher or Experience
Strong aptitude for learning system software and product specific information
Strong analytical skills
Good English Comprehension skills
Ability to multitask with Keyboard shortcut skills
Having good hands on to computer typing Skills with a speed of 30WPM and 90% Accuracy.
Should be comfortable working in 24/7 shifts as per the business requirement Under Graduate/ Graduate Degree - Business or any discipline

B.SC IT,MBA,BE not eligible to apply

Job description:

Experience Profile Education Requirements
Role Offshore Staff Offshore Staff
Associate Fresher or Experience
Strong aptitude for learning system software and product specific information
Strong analytical skills
Good English Comprehension skills
Ability to multitask with Keyboard shortcut skills
Having good hands on to computer typing Skills with a speed of 30WPM and 90% Accuracy.
Should be comfortable working in 24/7 shifts as per the business requirement Under Graduate/ Graduate Degree - Business or any discipline

B.SC IT,MBA,BE not eligible to apply

Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA s defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and elevate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• 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

Deliver

No Performance Parameter Measure

1. 1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
2. 2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Claims_Processing
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