Wipro Management Trainee

Role Purpose:

The main objective of this role is to provide efficient technical support for a specific process and proactively resolve client issues either directly or by escalating them in a timely manner to meet process service level agreements (SLAs).

Responsibilities:

1. Support the process by managing transactions according to the required quality standards.
2. Handle all incoming help requests from clients in a polite and professional manner via phone or email.
3. Document relevant information about end users, including their name, department, contact details, and the nature of their problem or issue.
4. Keep availability status updated in the designated system to ensure process productivity.
5. Record, track, and document all queries received, including the problem-solving steps taken and the outcomes of resolutions.
6. Adhere to standard processes and procedures to resolve client queries.
7. Resolve client queries within the defined SLAs.
8. Access and maintain internal knowledge bases, resources, and frequently asked questions to effectively troubleshoot and resolve client problems.
9. Familiarize oneself with product details to facilitate better client interaction and troubleshooting.
10. Analyze call logs to identify recurring trends and take preventive measures to address future problems.
11. Create and update self-help documents for customers to expedite resolution times.
12. Identify critical client issues and escalate them to the team leader when resolution is delayed.
13. Provide clients with all necessary product information and disclosures during and after calls or email requests.
14. Ensure compliance with service agreements to avoid legal challenges.

Skills and Qualifications:

1. Provide excellent customer service by diagnosing and troubleshooting client queries effectively.
2. Assist clients in navigating product menus and help them understand product features better.
3. Handle all client queries in a user-friendly, courteous, and professional manner.
4. Maintain accurate logs and records of all customer queries following standard procedures and guidelines.
5. Use designated tracking software to process and record all incoming calls and emails.
6. Offer alternative solutions to clients, when appropriate, with the aim of retaining their business.
7. Effectively organize ideas and communicate oral messages suitable for different listeners and situations.
8. Follow up with customers and schedule callbacks to gather feedback and ensure compliance with contracts and SLAs.

Additional Responsibilities:

1. Develop and enhance skills to ensure operational excellence and maintain superior customer service for the existing account or client.
2. Stay updated on product features, changes, and updates through product-specific and client-required/recommended trainings.
3. Collaborate with team leaders to brainstorm training themes and address learning issues to better serve the client.
4. Continuously update job knowledge through self-learning opportunities and maintaining professional networks.

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