Job Overview

Wipro is seeking a dedicated Process Associate to join its US Healthcare business, specifically supporting Molina provider operations. This role involves handling voice-based customer service in US shifts from our Kolkata office.

Key Responsibilities

• Manage client transactions with high accuracy and quality standards.
• Respond to incoming calls and emails in a courteous and professional manner.
• Document customer details, nature of issues, and resolution steps in the system.
• Maintain availability status in internal systems to ensure process productivity.
• Follow standard operating procedures to resolve client queries within SLA timelines.
• Access and update internal knowledge bases to aid in problem resolution.
• Identify recurring issues through call log analysis and suggest preventive measures.
• Escalate critical issues to team leaders when necessary.
• Ensure compliance with service agreements and legal requirements.
• Provide step-by-step guidance to clients for troubleshooting product-related issues.
• Offer alternative solutions to retain customer satisfaction and business.
• Maintain accurate records using designated tracking software.
• Follow up with customers to gather feedback and ensure SLA compliance.
• Participate in product training sessions and continuous learning initiatives.

Required Skills

• Clear and neutral voice with excellent English fluency and grammar.
• Strong customer service orientation and courteous communication.
• Basic computer operation knowledge and keyboard navigation skills.
• Attention to detail and dependability.
• Good listening, speaking, and sales skills.
• Willingness to work in rotational US shifts.

Qualifications

Graduate or Higher Secondary Certificate (HSC) holders are eligible. Prior experience in the service industry or call center is preferred, with a minimum of 6 months of relevant experience desirable.

Performance Metrics

• Number of cases resolved per day
• Compliance with process and quality standards
• Meeting SLA targets
• Customer feedback and pulse scores
• Productivity and efficiency levels
• Training hours completed

Employment Details

Location: Kolkata, West Bengal
Domain: Customer Service (Voice)
Shift: US shifts
Type: Full-time

Equal Opportunity Statement

Wipro is an Equal Opportunity Employer, welcoming applicants regardless of race, religion, gender, age, disability, or other protected characteristics.