Process Associate Job at Wipro Kolkata | Freshers Eligible

Wipro; Kolkata District; On-site; INR 250,000 - 360,000; Full time

Job summary

Wipro is seeking an operations support associate in India to handle incoming client inquiries and transactions from office location. The role emphasizes strong English communication, accurate typing, and adherence to SLAs.

The candidate should be a fresher with H.S.C or Graduation, willing to work late shifts, and possess good customer service skills. US healthcare exposure is a plus, SVAR test is mandatory.

Qualifications

• H.S.C or Graduate fresher 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 to required quality standards.
• Field incoming help requests from clients via telephone and/or emails courteously.
• Document end user information and problem description clearly.
• Update availability in the RAVE system to ensure productivity.
• Record and track all queries, resolutions and outcomes.
• Follow standard processes to resolve client queries.
• Resolve queries as per defined SLAs.
• Utilize knowledge bases to aid in problem resolution.
• Identify product details to assist troubleshooting.
• Document call logs to spot trends and prevent issues.
• Maintain self-help documents for faster resolution.
• Escalate red flags to Team Leader when necessary.
• Ensure product disclosures are provided during calls/emails.
• Comply with service agreements to avoid legal issues.

Skills

English communication

Typing speed 30/90%

Good listening

Speaking skills

Customer service

Night shift willingness

Education

H.S.C / Graduate

Tools

Basic computer operations

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 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.

Key Responsibilities

• Support process by managing transactions as per required quality standards
  • Field 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 SLAs 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 elevate 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.

Performance Parameters

No Performance Parameter Measure

1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Claims_Processing.

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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.