Job Description

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Job Title: Process Associate
Req Id: 93717
City: Kolkata
State/Province: West Bengal
Posting Start Date: 9/3/25
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.
:

for UHG CS - A4ME - CHAT
Function : Operations
Job : Associate - A4ME- Chat
Location : Kolkata, West Bengal
Reporting to : Team Leader, United Health Group
Candidate Specifications
Must
Any undergraduate, graduate, post graduate, diploma or equivalent
Very Good written communication skills
Previous experience in the health care processing/chat process is preferred.
Experience of 1-2 years if not fresher willing to work with all parameters.
Age between 18 yrs - 45 yrs.
Residing in transport boundaries.
Willing to work in night shifts a& late evening shifts.
Good to Have
Call Center/Chat Experience.
Critical Skills Required
Typing speed
= 30 wpm
Basic computer knowledge with proficiency in keyboard skills especially with numbers
Ability to use the phone system.
Customer Service and chat/email soft skills
Knowledge of Products
Knowledge of Procedures
Familiarity with the computer basics.
Good logical and analytical skills
Principal Job Responsibilities
Quickly and accurately performing multi-tasks like documenting information, seeking information, problem solving and updating by researching on data,
Demonstrate strong work ethics by maintaining confidentiality of information
Answer client chats and assist customers with immediate response support needs, handle/route accordingly delivering support for all customers.
Log Customer calls/chats.
Provide first level support on medical insurance related queries using documented procedures.
Identify and provide input on unique or recurring customer problems.
Ensure proper escalation procedures.
Ability to learn and apply detailed procedures
Working effectively as a team member and facilitate cooperative environment
?
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

?

• 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
• Accurately process and record all incoming call and email using the designated tracking software
• 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: Inbound and Outbound Chat .
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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