Process Associate

Wipro; Kolkata District; On-site; INR 180,000 - 320,000; Full time

Job summary

Wipro in Kolkata is seeking fresh graduates with excellent English communication skills for a customer support role. You will handle calls and emails, document issues, and resolve queries while adhering to SLAs. Basic IT skills and willingness to work late shifts are required. This is an office-based position with focus on service quality.

Candidates with US healthcare exposure and typing speed proficiency will have an added advantage. SVAR test is mandatory for selection.

Qualifications

• Freshers with good communication.
• Knowledge of basic computer operations.
• US healthcare experience is an advantage.
• Willingness to work in late evening and night shifts.
• Work from office only.

Responsibilities

• Handle incoming help requests via telephone and email.
• Document user information and issues.
• Resolve queries per SLA and contract terms.
• Maintain knowledge bases and product details to aid resolution.
• Record call logs and follow up with customers.

Skills

English communication

Typing speed

SVAR test

Customer service

Education

H.S.C./Graduate

Tools

RAVE system

Job description

Job description:

Job Description

Candidates should have Excellent English Communication Skills and Excellent Typing skills.

Desired candidate Profile :

H.Sc / Graduate freshers with good communication.

US healthcare Exp will be an advantage.
Knowledge of basic computer operations.
Willingness to work in the 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.

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

Mandatory Skills: Claims_Processing .

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