Process Associate

Wipro; Kolkata Metropolitan Area; On-site; INR 223,000 - 335,000; Full time

Job summary

Wipro in Kolkata is seeking entry-level candidates for a healthcare support role. Fresh graduates with excellent English and typing skills, basic computer knowledge, and strong customer service orientation are encouraged to apply. The position requires willingness to work in late evening and night shifts and is office-based.

Experience in US healthcare is a plus, and SVAR testing is mandatory. The role focuses on handling inquiries, resolving issues, and maintaining quality standards through

Qualifications

• Candidates should have Excellent English Communication Skills and Excellent Typing skills.
• HSC / 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.

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 information and issue details.
• Update availability in the system to ensure productivity.
• Record, track and document all queries and resolutions.
• Follow standard processes to resolve client queries and meet SLAs.
• Maintain and update knowledge bases for effective problem resolution.
• Identify product details to aid in client interaction and troubleshooting.
• Document and analyze call logs to spot trends for future improvements.
• Ensure product information is provided before and after calls/emails.

Skills

Excellent English

Typing 30/90

Customer service

Listening & speaking

Willingness to night shifts

Basic computer operations

Education

HSC / Graduate fresher

Tools

RAVE system

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.

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 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 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

NoPerformance ParameterMeasure1ProcessNo. 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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