Healthcare Associate

Wipro; Cebu City; On-site; PHP 201,000 - 301,000; Full time

Job summary

Wipro in Cebu, Philippines, is seeking a capable technical support specialist to handle inbound and outbound calls, resolve client issues, and escalate when needed to meet SLAs. The role emphasizes strong customer service, documentation accuracy, and adherence to information security policies.

The candidate should have strong English communication, active listening, and computer skills, with flexibility to work shifts as required by operations.

Qualifications

• Senior high school graduate or at least 2 years in college (with no back subjects) or a college graduate.
• With or without call center experience
• Experience in similar role may be required in specific programs with varying years of experience

Responsibilities

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures
• Deliver excellent customer service and ensure customer satisfaction in all calls
• Ensure accurate documentation of each call
• Attend to customer queries, concerns and complaints and provide first time call resolution
• Escalate calls to proper parties following proper protocols
• Ensure compliance to all company policies and procedures
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

Skills

Customer service orientation

English communication

Active listening

Computer and keyboard skills

Teamwork

Analytical skills

Situation handling

Motivation fit

Shift flexibility

Education

Senior High School diploma

2 years of college

College degree

Job description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures
• Deliver excellent customer service and ensure customer satisfaction in all calls
• Ensure accurate documentation of each call
• Attend to customer queries, concerns and complaints and provide first time call resolution
• Escalate calls to proper parties following proper protocols
• Ensure compliance to all company policies and procedures
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Principal Responsibilities

• Handle inbound and outbound calls according to defined quality, standards, policies and procedures
• Deliver excellent customer service and ensure customer satisfaction in all calls
• Ensure accurate documentation of each call
• Attend to customer queries, concerns and complaints and provide first time call resolution
• Escalate calls to proper parties following proper protocols
• Ensure compliance to all company policies and procedures
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

Skills Required

• Customer service orientation
• Excellent English communication skills (verbal and written) with neutral accent
• Active listening skills
• Computer and keyboard skills (working knowledge of PCs e.g. MS Office)
• Teamwork
• Reasonable analytical skills
• Situation handling skills
• Good motivational fit (job, organization, location)
• Willing to work on shifting schedules, grave yard shift, holidays or rest days as maybe required by business exigencies

Candidate Specifications

• At least Senior High School Graduate OR completed at least 2 years in college (with no back subjects) OR a College Graduate
• With or without call center experience
• Experience in similar role may be required in specific programs with varying years of experience

Mandatory Skills: Claims_Processing .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.