Management Trainee Job in Gurgaon at Wipro Technologies

Wipro is hiring for the role of Management Trainee!

Responsibilities of the Candidate:

• Field all incoming help requests from clients via telephone and/or and/or email 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 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
• Document and analyze call logs to spot the most prevalent trends and 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 the team leader in cases of untimely resolution
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Avoid legal challenges by complying with service agreements
• 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
• Process and record all incoming calls and emails using the designated tracking software
• Offer alternative solutions to clients (where appropriate) to retain customers and the client's business
• Organize ideas and effectively communicate oral messages to listeners and situations
• Follow up and make scheduled callbacks to customers to get feedback and ensure compliance with contracts and SLAs

Requirements:

• Functional Competencies and Skills:
  • Process Knowledge: Knowledge of the assigned process, tools and systems; Foundation to Competency 
  • Learn appropriate product details to facilitate client interaction and troubleshooting