Process Associate

Wipro; Kolkata District; On-site; INR 250,000 - 420,000; Full time

Job summary

Wipro in Kolkata is seeking Offshore Staff - Associate Fresher or Experience to support customers through phone and email. The role requires strong learning aptitude, good English comprehension, and typing speed of 30 WPM with 90% accuracy.

Candidates should be comfortable with 24/7 shifts and hold an Undergraduate/Graduate degree (Business or any discipline). Responsibilities include handling inquiries, documenting issues, resolving queries within SLAs, and updating knowledge bases.

Qualifications

• Undergraduate/Graduate degree in any discipline (B.Sc IT, MBA, BE not eligible).
• Typing speed 30 WPM with 90% accuracy.
• Strong English comprehension and learning aptitude.
• Willing to work in 24/7 shifts.

Responsibilities

• Handle incoming help requests from clients via phone and/or email courteously.
• Document and track user information and issues.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries and SLA adherence.
• Access and maintain internal knowledge bases to resolve issues.
• Identify and learn product details to troubleshoot effectively.
• Maintain call logs to spot trends and improve resolution times.
• Keep self-help documents updated for faster resolutions.
• Escalate serious issues to Team Leader as needed.
• Ensure product disclosures are provided before/after requests.

Skills

Learning aptitude

Analytical skills

English comprehension

Typing 30 WPM

Multitasking

Education

Undergraduate/Graduate degree - Business or any discipline

Tools

RAVE system

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:
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 escalation 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 Measure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Claims_Processing
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