Wipro is hiring for Management Trainee

Basic Job Details

Company Name: Wipro

Position: Management Trainee

Experience: Freshers/Experienced

Location: Gurugram, India

Qualification: Any Degree

Salary: Upto 7 LPA (Expected)

Role Purpose

The main goal of this role is to offer technical support for the process and resolve client issues effectively, either directly or by escalating them when necessary to meet the process Service Level Agreements (SLAs).

Key Responsibilities

1. Transaction Management: Handle transactions according to quality standards.
2. Client Support: Respond to client help requests via phone or email courteously.
3. Documentation: Record user information such as name, department, contact details, and nature of issues.
4. Availability Management: Update availability in the RAVE system to ensure process productivity.
5. Query Tracking: Record and track all client queries and resolution steps.
6. Standard Procedures: Follow set processes to resolve client issues.
7. SLA Compliance: Resolve client issues within the time frames set by SLAs.
8. Knowledge Base Access: Use internal resources and FAQs to aid in problem resolution.
9. Product Knowledge: Learn product details to improve client interaction and troubleshooting.
10. Trend Analysis: Analyze call logs to identify common issues and prevent future problems.
11. Self-help Documentation: Maintain and update self-help guides for clients.
12. Escalation: Identify serious issues and escalate them to team leaders for timely resolution.
13. Legal Compliance: Ensure all legal disclosures are provided to clients before and after interactions.

Customer Service Excellence

1. Effective Diagnosis: Deliver excellent customer service through effective problem diagnosis.
2. Product Support: Provide product support by guiding users through solutions.
3. User Assistance: Help clients navigate product features and understand them better.
4. Professional Troubleshooting: Address client issues in a courteous and professional manner.
5. Record Maintenance: Keep logs and records of customer queries as per standard guidelines.
6. Accurate Processing: Record all incoming calls and emails using the tracking software.
7. Alternative Solutions: Offer alternative solutions to retain clients’ business.
8. Effective Communication: Communicate ideas clearly and appropriately.
9. Follow-up: Make scheduled call backs to clients to record feedback and ensure SLA compliance.

Operational Excellence

1. Product Training: Undertake product training to stay updated on features and updates.
2. Team Collaboration: Work with team leaders to identify training needs and improve service.
3. Self-learning: Participate in self-learning opportunities and maintain personal networks.

Stakeholder Interaction

Internal:

1. Team Leaders: Performance reviews.
2. HR: Hiring, employee engagement, and retention.
3. Training Team: Capability development.
4. Technical Lead: Training and issue escalation/resolution.

External:

1. Client: Query resolution.
2. Competencies Required

Functional Competencies/Skill:

1. Process Knowledge: Understanding of assigned process, tools, and systems.Foundation: Basic understanding and minimal support needed.
2. Competent: Full understanding, capable of handling difficult situations.
3. Expert: Applies knowledge in all situations, guides others.
4. Master: Coaches others, recognized as a key resource.

Behavioral Competencies:

1. Collaborative Working
2. Problem Solving and Decision Making
3. Attention to Detail
4. Execution Excellence
5. Client-Centricity
6. Effective Communication

Performance Measures

Process: Number of cases resolved per day, compliance with quality standards, meeting SLAs, customer feedback.

Self-Management: Productivity, efficiency, absenteeism, training hours, completion of technical training.

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