Job description:

Job Description
Candidates should have Excellent English Communication Skills and Excellent Typing skills.
Desired candidate Profile :
H.Sc / Graduate freshers with good communication.
US healthcare Exp will be an advantage.
Knowledge of basic computer operations.
Willingness to work in the late evening and night shifts.
Courteous with robust customer service orientation.
Good listening and speaking skills.
Typing speed 30/90%
SVAR test mandatory.
Work from office only.
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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 client issues to Team leader in cases of untimely resolution
Ensure all product information and disclosures are given to clients before and after the call/email requests
Avoids legal challenges by complying with service agreements
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Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
Provide product support and resolu

📌 Process Associate (Kolkata)
🏢 Wipro
📍 Kolkata