Management Trainee Job in Gurgaon at Wipro Technologies

Wipro is hiring for the role of Management Trainee!

Responsibilities of the Candidate:

• Manage transactions as per required quality standards.
• Field incoming help requests from clients via phone and email.
• Document client information (name, department, contact details, issue).
• Update availability in the RAVE system.
• Record, track, and document all queries, solutions, and outcomes.
• Follow standard processes and procedures to resolve client queries.
• Resolve client queries within SLA timelines.
• Access and utilize internal knowledge bases and FAQs.
• Identify and learn product details to improve client interactions.
• Document and analyze call logs to identify trends and prevent future issues.
• Maintain and update self-help documents.
• Escalate serious client issues to the Team Leader.
• Ensure compliance with product information and disclosure requirements.
• Adhere to service agreements to avoid legal challenges.
• Provide effective diagnosis and troubleshooting of client queries.
• Guide users through step-by-step solutions.
• Assist clients with navigating product menus and features.
• Troubleshoot client queries in a professional and courteous manner.
• Maintain logs and records of customer queries.
• Accurately process and record incoming calls and emails.
• Offer alternative solutions to retain customers.
• Communicate effectively with clients.
• Follow up with clients to record feedback and ensure SLA compliance.
• Undertake product trainings to stay updated.
• Enroll in required trainings.
• Collaborate with team leaders to identify training needs.
• Engage in self-learning opportunities.

Requirements:

• Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
• Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
• Applies the competency in all situations and is serves as a guide to others as well.
• Collaborative working
• Problem solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication