Job description:

Job Description
S No. Details Description
1 JD#
2 Domain Customer Service
3 Category Voice
4 Level 1A –Associate level
5 Educational Qualification Graduate / HSC
6 Experience Worked in service Industry
Experience of 6 months and above desirable.
Experience in call center will be an advantage.
7 Age
8 Communication Skill required Voice Clarity
Accent Neutrality
Fluency in English
Grammar
9 Ability Skill Required (Tech test, Keyboard navigation, Aptitude test, Other domain specific tests) Knowledge of basic computer operations
Willingness to rotate shifts, as needed
Courteous with strong customer service orientation.
Dependable with attention to detail.
Good listening and speaking skills.
Willingness to learn.
Positive sales skills.
10 Client mandated test (Contractual) Reference Check (PI)
Culture Fitment Check (PI)
Stability Check (PI)
͏
Do
Support process by managing transactions as per required quality standards
Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner




Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
Update own availability in the RAVE system to ensure productivity of the process
Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
Follow standard processes and procedures to resolve all client queries
Resolve client queries as per the SLA’s defined in the contract
Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
Document and analyze call logs to spot most occurring trends to prevent future problems
Maintain and update self-help documents for customers to speed up resolution time
Identify red flags and escalate serious

📌 Process Associate (Kolkata)
🏢 Wipro
📍 Kolkata