Process Associate

5 days ago

Kolkata West Bengal, India Wipro Limited Full time

**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

**͏**:
Agents (Fresher)

The Job level on which he will be hired in
AA

The role requires Voice or non voice. Ratio of Voice and non voice
Non-voice

Academic Qualification and external certification required
High School / GED

Range of experience in months
Fresher
- Good written and communication skills, good analytical skills, typing speed of min 30 wpm with 90% accuracy

Should be comfortable working in 24/7 shifts as per the business requirement Under Graduate/ Graduate Degree - Business or any discipline

B.SC IT,MBA,BE not eligible to apply

**͏**:

- ** Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

**͏**:

- ** Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks

**͏**:
**Deliver**

**No**

**Performance Parameter**

**Measure**
- 1
- Process
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
- 2
- Self
- Management
- Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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