Associate L1

Req Id: 83840

City: Cebu

State/Province: Cebu State

Posting Start Date: 7/22/25

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.

Job Description:

Job Description

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

Roles and Responsibilities:

• Support customer inquiries through both inbound and outbound calls and emails, ensuring each customer has an exceptional experience whether it's the first concern of the day or the last.
• Pre-authorize or decline treatment in line with organization policy coverage, responding with empathy at all times.
• Accurately maintain our customer database, ensuring all conversations and outcomes are recorded.
• Maintain high professional standards at all times and abide by all regulatory requirements
• Ensure data and information accuracy.
• Adhere to regulations implemented by both the organization and the project governance including its regulators.
• Participate and complete all mandatory eLearning courses and modules instigated by both the organization and the project.

Skills Required:

• Excellent verbal and written communication skilled with neutral accent.
• Good interpersonal and people handling skills with good problem-solving approach and solutions.
• Works independently, dependable with attention to details.
• Able to work with multiple systems.
• Excellent customer service skills.
• Expert knowledge of Member Services process in the healthcare industry
• Knowledge of client and end user requirement.

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