Management Trainee

Wipro

Today

Job
Full-time
Entry Level
Customer Relations
IT & Cybersecurity

AI generated summary

You must manage transactions, handle client queries via calls/emails, document issues, follow processes, provide product support, troubleshoot problems, and ensure excellent customer service.
You will manage client queries via calls/emails, document issues, follow standard procedures, resolve problems, provide product support, update logs, and participate in training to enhance service quality.

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
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

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 types of client interactions will I be responsible for?

You will be responsible for managing incoming help requests from clients via telephone and/or emails in a courteous manner, ensuring effective communication and resolution.

What is the importance of documenting client queries?

Documenting client queries is essential for tracking the nature of problems, recording problem-solving steps, and ensuring compliance with process standards.

How do we measure performance in this role?

Performance is measured through parameters such as the number of cases resolved per day, compliance with process and quality standards, meeting SLAs, pulse scores, and customer feedback.

What kind of training will I receive?

You will undertake product trainings to stay current with product features, changes, and updates, as well as participate in any other relevant training per client requirements or recommendations.

What types of stakeholders will I interact with in this role?

You will interact with internal stakeholders such as Team Leaders, HR, and the Training Team, as well as external stakeholders, especially clients for query resolution.

What competencies are essential for this role?

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

How is client feedback utilized in this role?

Client feedback is important for understanding service quality and areas for improvement, which helps guide future performance and training initiatives.

What approach should I take when resolving client queries?

You should approach client queries with a user-friendly, courteous, and professional demeanor, ensuring effective diagnosis and step-by-step troubleshooting support.

Are there opportunities for growth within this role?

Yes, there are opportunities for growth as the role builds capabilities to ensure operational excellence, maintain superior customer service levels, and expand knowledge through training and self-learning.

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.