Wipro Kolkata Hiring Process Associate | Freshers Eligible

Job Description

Candidates should have excellent English communication and typing skills. Wipro is looking for H.Sc or graduate freshers with good communication skills. US healthcare experience is an advantage.

Other requirements include basic computer knowledge, willingness to work late evening and night shifts, a courteous manner with a strong customer service orientation, good listening and speaking skills, a typing speed of 30/90%, a mandatory SVAR test, and work from office only.

Responsibilities

• Support the process by managing transactions to required quality standards
  • Answer incoming help requests from clients by phone or email in a courteous manner
  • Record end user details such as name, department, contact information and the nature of the issue
  • Update your availability in the RAVE system to keep the process productive
  • Track and document all queries, problem-solving steps and resolutions, successful or not
  • 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 product details to support better client interaction and troubleshooting
  • Review call logs to identify common trends and prevent future problems
  • Maintain and update self-help documents to speed up resolution time
  • Escalate serious client issues 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 challenges
• Deliver excellent customer service through effective diagnosis and troubleshooting
  • Diagnose client questions and guide users through step-by-step solutions
  • Help clients navigate product menus and understand product features
  • Handle all client queries in a user-friendly, courteous and professional manner
  • Keep logs and records of customer queries according to 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 appropriately with listeners and in different situations
  • Make scheduled callbacks to record feedback and ensure SLA compliance
• Build capability to ensure operational excellence and high service levels for the existing account
  • Complete product training to stay current with features, changes and updates
  • Enroll in product-specific and other trainings as client requirements recommend
  • Work with team leaders to identify training themes and learning gaps
  • Build job knowledge through self-learning and professional networks

Performance Measures

Process performance is measured by cases resolved per day, process compliance and quality standards, process-level SLAs, Pulse score and customer feedback. Self-management is measured by productivity, efficiency, absenteeism, training hours and technical training completed.