Management Trainee

Wipro

3mo ago

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

AI generated summary

You should manage client queries via calls/emails, document issues, follow procedures, resolve problems within SLAs, and maintain records while ensuring excellent customer service and collaboration.
You will manage client queries via calls/emails, document issues, provide troubleshooting support, track resolutions, maintain knowledge bases, and ensure compliance with SLAs while delivering excellent 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
Functional Competencies/ Skill
Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent
Behavioral Competencies
Collaborative working
Problem solving and decision making
Attention to Detail
Execution Excellence
Client (Internal) Centricity
Effective Communication

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 primary purpose of the Management Trainee role?

The primary purpose of the Management Trainee role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

What type of queries will I be resolving as a Management Trainee?

As a Management Trainee, you will be resolving client queries that come in through telephone and email regarding product support and troubleshooting.

Are there any specific performance parameters I need to adhere to?

Yes, key performance parameters include the number of cases resolved per day, compliance with process and quality standards, meeting process level SLAs, customer feedback, and overall pulse score.

What training will be offered to me in this role?

You will undertake product training to stay current with product features, changes, and updates. Additionally, you may enroll in product-specific and other training sessions as per client requirements.

Will I be working closely with other team members?

Yes, you will engage with various stakeholders such as Team Leaders, HR, the Training Team, and Technical Leads for performance reviews, capability development, and issue escalation.

How do I document and track client queries?

You will need to record, track, and document all queries received, the problem-solving steps taken, and the outcomes using designated tracking software.

What competencies are essential for success in this role?

Essential competencies include process knowledge, collaborative working, problem solving and decision making, attention to detail, execution excellence, and effective communication.

What should I do if I encounter a serious client issue?

If you encounter a serious client issue that cannot be resolved within the set timeframe, you should escalate it to your Team Leader for further assistance.

Will I get feedback on my performance?

Yes, you will receive feedback on your performance through regular reviews with Team Leaders to discuss areas for improvement and achievement.

Is there room for career advancement in this position?

Yes, the Management Trainee role provides opportunities for advancement as you build your capabilities and demonstrate consistent performance in your responsibilities.

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.