Wipro Hiring Process Associate in Kolkata | Freshers Eligible

Process Associate Role

This role suits candidates who are freshers or have prior experience. You will need a strong aptitude for learning system software and product-specific information, along with good analytical and English comprehension skills. Typing speed of 30 WPM with 90% accuracy is expected, and you should be comfortable working in 24/7 shifts as the business requires.

Key Responsibilities

Support the process by managing transactions to required quality standards

• Handle all incoming help requests from clients by phone and/or email in a courteous manner.
• Record end user details, including name, department, contact information and the nature of the issue.
• Update your availability in the RAVE system to keep the process productive.
• Record, track and document all queries, problem-solving steps and successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve client queries within the SLAs defined in the contract.
• Use internal knowledge bases, resources and FAQs to resolve issues effectively.
• Learn relevant product details to support better client interaction and troubleshooting.
• Review call logs to identify recurring trends and prevent future problems.
• Maintain and update self-help documents to shorten resolution times.
• Flag serious issues and escalate them to the team leader when resolution is delayed.
• Make sure product information and disclosures are shared with clients before and after calls or emails.
• Comply with service agreements to avoid legal issues.

Deliver excellent customer service through diagnosis and troubleshooting

• Diagnose client problems and guide users through step-by-step solutions.
• Help clients navigate product menus and understand product features.
• Troubleshoot all queries in a user-friendly, courteous and professional manner.
• Keep accurate logs and records of customer queries as per standard procedures.
• Process and record all incoming calls and emails using the designated tracking software.
• Offer alternative solutions where appropriate to retain customers and their business.
• Communicate clearly and tailor messages to the listener and situation.
• Make scheduled callbacks to collect feedback and ensure compliance with contract SLAs.

Build capability for operational excellence and superior service levels

• Complete product trainings to stay current with features, changes and updates.
• Enroll in product-specific and other trainings as required by the client.
• Work with team leaders to identify training themes and learning gaps.
• Keep your job knowledge current through self-learning and professional networks.

Performance Measures

• Process: Cases resolved per day, process and quality compliance, process-level SLAs, Pulse score and customer feedback.
• Self-Management: Productivity, efficiency, absenteeism, training hours and technical training completed.