Job Title: Process Associate

City: Kolkata

State/Province: West Bengal

Posting Start Date: 8/4/26

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.

For additional information, visit us at www.wipro.com.

Experience ProfileEducation Requirements

- Role: Offshore Staff
- Status: Associate Fresher or Experience
- Skills:
- Strong aptitude for learning system software and product-specific information
- Robust analytical skills
- Good English comprehension skills
- Ability to multitask with keyboard shortcut skills
- Proficient computer typing skills with a speed of 30 WPM and 90% accuracy
- Comfortable working in 24/7 shifts as per business requirements

Note: Under Graduate/Graduate Degree - Business or any discipline. B.Sc IT, MBA, BE not eligible to apply.

ResponsibilitiesDo

- Support process by managing transactions as per required quality standards
- Field 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 SLAs 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 the Team Leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Comply with service agreements to avoid legal challenges

Deliver

- Provide excellent customer service through effective diagnosis and troubleshooting of client queries
- Perform product support and resolution to clients by guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate a 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




- Accurately process and record all incoming calls and emails using the designated tracking software
- Offer alternative solutions to clients (where appropriate) to retain customers' and clients' business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Schedule follow-up calls to customers to record feedback and ensure compliance with contracts/SLAs

Build Capability

- 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 to better serve the client
- Update job knowledge by participating in self-learning opportunities and maintaining personal networks

Performance Parameters | 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.

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📌 Process Associate (India)
🏢 Wipro
📍 India