Process Associate Jobs at Wipro - Apply Now | Kolkata

Job Description

Candidates should have excellent English communication skills and 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.

Responsibilities

• Support process by managing transactions as per required quality standards.
• Field incoming help requests from clients via telephone or email courteously.
• Document end user identification information and nature of the issue.
• Update availability in the RAVE system to ensure productivity.
• Record, track, and document all queries and resolutions.
• Follow standard processes to resolve client queries as per SLAs.
• Access internal knowledge bases for effective problem resolution.
• Identify and learn product details to facilitate better client interaction.
• Document and analyze call logs to spot trends.
• Maintain self-help documents for customers.
• Identify red flags and escalate serious issues to the team leader.
• Ensure all product information is given to clients before and after calls.
• Comply with service agreements to avoid legal challenges.
• Provide product support and resolution to clients.
• Assist clients with navigating product menus and understanding features.
• Maintain logs of all customer queries as per guidelines.
• Offer alternative solutions to retain customers.
• Follow up with customers to record feedback and ensure compliance.
• Undertake product trainings to stay current with updates.
• Partner with team leaders to identify training themes.
• Update job knowledge through self-learning and personal networks.