Process Associate

Wipro; Kolkata District; On-site; INR 223,200 - 334,800; Full time

Job summary

A leading tech company in Kolkata is seeking a Customer Service Associate to manage client transactions and resolve queries. The ideal candidate should be fluent in English with the ability to rotate shifts. Responsibilities include handling incoming requests, documenting information, and delivering excellent customer service through effective problem-solving. A minimum of 6 months experience in the service industry is desirable. This position demands strong communication skills and a customer-oriented approach.

Qualifications

• Experience of 6 months and above in service industry preferred.
• Willingness to rotate shifts as needed.
• Dependable with attention to detail.

Responsibilities

• Manage transactions as per required quality standards.
• Field incoming help requests via telephone and emails.
• Document end user identification information.
• Resolve client queries as per defined SLA.
• Document and analyze call logs to prevent future problems.

Skills

Voice Clarity

Accent Neutrality

Fluency in English

Good listening and speaking skills

Customer service orientation

Basic computer operations

Good sales skills

Education

Graduate / HSC

Job description

Overview

Domain: Customer Service
Category: Voice
Level: 1A – Associate level
Educational Qualification: Graduate / HSC
Experience: Worked in service Industry. Experience of 6 months and above desirable. Experience in call center will be an advantage.

Age: Not specified
Communication Skills: Voice Clarity, Accent Neutrality, Fluency in English, Grammar

Ability & Skills: Knowledge of basic computer operations; Willingness to rotate shifts, as needed; Courteous with strong customer service orientation; Dependable with attention to detail; Good listening and speaking skills; Willingness to learn; Good sales skills.

Client mandated tests: Reference Check (PI); Culture Fitment Check (PI); Stability Check (PI).

Responsibilities

• 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 escalate 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 calls and emails 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 & Performance

No Performance Parameter: Process | No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback; Self-Management: Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

US Health care business - Molina provider

Voice - US shifts

Kolkata location