Process Associate

Talent'd HR Solutions; Kolkata District; On-site; INR 240,000 - 420,000; Full time

Job summary

Wipro Limited, a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India, is seeking fresh graduates for a customer support role. The position requires excellent English communication and typing skills, with willingness to work late evenings and night shifts.

US healthcare experience would be an advantage, and basic computer operations knowledge is expected. Work from office only in Kolkata region.

Qualifications

• Fresh graduates with good communication.
• US healthcare experience will be an advantage.
• Knowledge of basic computer operations.
• Willingness to work in late evening and night shifts.
• Courteous with strong customer service orientation.
• Good listening and speaking skills.
• Typing speed 30/90%.

Responsibilities

• Support process by managing transactions as per required quality standards.
• Field incoming help requests from clients via telephone or email courteously.
• Document end user identification information and nature of the issue.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries as per SLAs.
• Access internal knowledge bases for effective problem resolution.
• Identify and learn product details to facilitate better client interaction.
• Document and analyze call logs to spot trends.
• Maintain self-help documents for customers.
• Identify red flags and elevate serious issues to the team leader.
• Ensure all product information is given to clients before and after calls.
• Comply with service agreements to avoid legal challenges.
• Provide product support and resolution to clients.
• Assist clients with navigating product menus and understanding features.
• Maintain logs of all customer queries as per guidelines.
• Offer alternative solutions to retain customers.
• Follow up with customers to record feedback and ensure compliance.
• Undertake product trainings to stay current with updates.
• Partner with team leaders to identify training themes.
• Update job knowledge through self-learning and personal networks.

Skills

English communication

Typing skills

Good listening

Speaking skills

Night shift willingness

Education

H.Sc / Graduate

Job description

Candidates should have excellent English communication skills and typing skills.

Desired Candidate Profile

• H.Sc / Graduate freshers with good communication.
• US healthcare experience will be an advantage.
• Knowledge of basic computer operations.
• Willingness to work in late evening and night shifts.
• Courteous with strong customer service orientation.
• Good listening and speaking skills.
• Typing speed 30/90%.
• SVAR test mandatory.
• Work from office only.

Responsibilities

• Support process by managing transactions as per required quality standards.
• Field incoming help requests from clients via telephone or email courteously.
• Document end user identification information and nature of the issue.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries as per SLAs.
• Access internal knowledge bases for effective problem resolution.
• Identify and learn product details to facilitate better client interaction.
• Document and analyze call logs to spot trends.
• Maintain self-help documents for customers.
• Identify red flags and elevate serious issues to the team leader.
• Ensure all product information is given to clients before and after calls.
• Comply with service agreements to avoid legal challenges.
• Provide product support and resolution to clients.
• Assist clients with navigating product menus and understanding features.
• Maintain logs of all customer queries as per guidelines.
• Offer alternative solutions to retain customers.
• Follow up with customers to record feedback and ensure compliance.
• Undertake product trainings to stay current with updates.
• Partner with team leaders to identify training themes.
• Update job knowledge through self-learning and personal networks.

Wipro Limited is a leading global information technology, consulting, and business process services company headquartered in Bengaluru, India. Founded in 1945, Wipro has evolved from a vegetable oil manufacturer into one of the world’s most respected IT services firms. With a workforce of over 250,000 employees across six continents, the company delivers innovative solutions in areas such as cloud computing, artificial intelligence, cybersecurity, data analytics, and enterprise application services. Wipro’s mission is to help clients succeed in a changing world by leveraging technology, deep industry expertise, and a commitment to sustainability and social responsibility.

Recognized as one of the top IT service providers globally, Wipro has consistently ranked among the leaders in Gartner Magic Quadrants and other industry benchmarks. The company has made significant strides in digital transformation initiatives, renewable energy adoption, and diversity and inclusion programs. In recent years, Wipro has expanded its global footprint through strategic acquisitions and partnerships, strengthening its capabilities in high-growth areas such as digital engineering and cloud-native services.