Online applications are invited for the Management Trainee at Wipro, Gurugram. Check the details below!
About Wipro
Wipro is a leading global information technology, consulting and business process services company with a wide range of opportunities and services including technology careers, delivery careers, digital careers, consulting careers, sales careers, and walk-in opportunities.
Job Description
A Management Trainee role has opened in the well-established and diverse city of Gurugram, India.
Role
- 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 on availability in the RAVE system to ensure the 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 questions
- Resolve client queries as per the SLAs 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 client interaction and troubleshooting.
- Document and analyze call logs to spot the most occurring trends in future problems.
- Maintain and update self-help documents for customers to speed up resolution time.
- Identify red flags and escalate serious client issues to the 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.
Responsibilities
- 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 a 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 calls and emails using the designated tracking software.
- Offer alternative solutions to clients (where appropriate) to retain customers’ and clients’ business.
- Organize ideas and effectively communicate oral messages to listeners and situations.
- Follow up and make scheduled callbacks to customers to feedback and ensure compliance with contract /SLAs.
Required Skill Sets
Dependent on the specific role applied for at Wipro.
Eligibility
Depending on the specifics of the Management Trainee role, this information will be provided during the application process.
Required Skill Sets
- Foundation: Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
- Competent: Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
- Expert: Applies the competency in all situations and serves as a guide to others as well.
- Master: Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
How to Apply?
Interested candidates can directly apply through this link.
Location
Gurugram, India.
