Management Trainee

Wipro

6d ago

Internship
Full-time
Off-cycle Internship
Customer Relations
IT & Cybersecurity

AI generated summary

You should manage client queries, provide effective troubleshooting, document interactions, ensure compliance, maintain knowledge, and deliver excellent customer service while meeting SLAs.
You will manage client queries, document interactions, resolve issues per SLAs, maintain records, provide product support, and participate in training while ensuring excellent customer service.

Requirements

* 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
* Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
* Collaborative working
* Problem solving and decision making
* Attention to Detail
* Execution Excellence
* Client (Internal) Centricity
* Effective Communication
* No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
* Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Responsibilities

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

FAQs

What is the main purpose of the Management Trainee role?

The main purpose of the Management Trainee role is to provide effective technical support to the process and resolve client issues to meet process SLAs.

What are the key responsibilities of a Management Trainee?

Key responsibilities include fielding client help requests, documenting user information, tracking queries, resolving client issues, and ensuring compliance with contractual service agreements.

Is there any training provided to Management Trainees?

Yes, Management Trainees are required to undergo product trainings to stay current with product features and updates, as well as additional training as recommended based on client requirements.

What kind of competencies are required for this role?

Competencies include process knowledge, collaborative working, problem solving, attention to detail, execution excellence, client centricity, and effective communication.

How is performance measured for a Management Trainee?

Performance is measured by the number of cases resolved per day, compliance with process and quality standards, meeting process SLAs, and customer feedback.

What types of stakeholders will a Management Trainee interact with?

A Management Trainee will interact with internal stakeholders like team leaders, HR, the training team, and technical leads, as well as external stakeholders such as clients.

What troubleshooting skills are necessary for this position?

Strong troubleshooting skills are necessary to effectively diagnose and resolve client queries in a user-friendly and professional manner.

Are there opportunities for career advancement in this role?

Yes, there are opportunities for career advancement as Management Trainees build their skills and competencies and may move into more senior positions within the organization.

How does the company ensure compliance with service agreements?

The company ensures compliance by following standard processes and procedures, providing necessary product information to clients, and documenting interactions accurately.

What is the work environment like for a Management Trainee?

The work environment is customer-centric and collaborative, requiring effective communication and teamwork to deliver superior service levels.

Wipro

Technology

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

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 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.