Medical Associate

Cebu
Permanent
Full-time

2 months ago

We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser's local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website's performance, as well as cookies used to display content tailored to your interests. Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies. Modify Cookie PreferencesAccept All CookiesSearch JobsJob DescriptionApply nowStartPlease wait...Job Title: Medical AssociateCity: CebuState/Province: Cebu StatePosting Start Date: 2/9/26Wipro 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 DescriptionRole PurposeThe 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 SLAsP͏ersonal Responsibilities· Day-to-day complaint management of complaint records, including intake, follow up, triage and entry, in accordance with local and international regulations, guidelines, and applicable directives.· Receipt of initial complaint from any source (external and internal) and ensuring all information/data is accurately captured at point of contact.· Responding to all inbound calls regarding complaints. For any inquiries or issues that do not pertain to complaints, escalate them according to the established escalation procedures.· Maintaining an understanding of information/data required to be collected for technical and adverse events/ reportable complaints to ensure compliance with regulations and directives.· Reviewing complaint data, assessing against reporting requirements and escalating for additional potential safety evaluation.· Performing intake / follow up / data entry activities and attaching corresponding source documents in a timely manner in a high volume, fast paced setting per requirements and directives.· Reviewing record documentation and follow-up activities for completeness and timeliness. Closing files according to established guidelines to meet required timelines.· Maintaining a working knowledge of company policies and procedures, departmental processes, and associated procedures and work instructions, Philips IGT devices for IFUs, Manuals, Promotional Material; coronary and therapeutic procedures.· Informing management of potential safety issues, emerging trends and/or concerns.· Performs reviews and assessments of complaints processed by peers as part of cross utilization approach.· Responsible for contacting SME's, QAs, Team Lead as needed to obtain complaint closure.· Responsible in timely escalation of significant events to the Team Lead· Keeps oneself updated, aware of, and compliant to all Company and Customer policies and procedures, departmental processes, especially to associated procedures and work instructions relevant to the role· Keeps all company information, which includes customer information, confidential and secured.͏

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 customersÃ¢ÂÂ and clientsÃ¢ÂÂ 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 completedMandatory Skills: Prod Quality &Complaint Mgt.(Med Device) .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.Apply nowStartPlease wait...Information at a GlanceGet Job AlertsReceive notifications when we have open roles and get other relevant career newsJoin UsExplore open roles that match your interests and skillsIf you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at . Do not email your resume to this ID as it is not monitored for resumes and career applications.Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at .We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.© 2026 Wipro Limited×Cookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
SAP as service providerWe use the following session cookies, which are all required to enable the website to function:

"route" is used for session stickiness
"careerSiteCompanyId" is used to send the request to the correct data center
"JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
"Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another

Functional CookiesThese cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.Show More DetailsFunctional Cookies Provider Description Enabled
YouTubeYouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.Confirm My ChoicesAccept All CookiesThis translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections. This translation is generated by AI. Please excuse any imperfections.

Wipro

Apply Now