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based on 53.3k Reviews

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2559 Wipro Jobs

Management Trainee

Wipro Limited

 · 

3.7

 based on 53.3k Reviews

2-6 years

Gurgaon / Gurugram

1 vacancy

Management Trainee

Wipro

posted 9d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Quality Assurance Training Training Management Coaching Soft Skills Training

+ 8 more

Job Description



About The Role :



Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.








  • Do






  • Support process by managing transactions as per required quality standards
  • 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 own availability in the RAVE system to ensure 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 queries
  • 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 better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to 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 Team 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









  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • 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 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 call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs









  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks








    • Deliver
  •     No  Performance Parameter  Measure    1  Process  No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback    2  Self- Management  Productivity, efficiency, absenteeism, Training Hours, No of technical training completed    

    • Employment Type: Full Time, Permanent

    Read full job description

    Wipro Interview Questions & Tips

    Prepare for Wipro Management Trainee roles with real interview advice

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    What people at Wipro are saying

    2.7
     Rating based on 24 Management Trainee reviews

    Likes

    Nothing, i believe my total work is of data entry only but it is highly exaggerated in the JD

    Dislikes

    Toxic work environment No ethics No work life balance Stressful Zero learnings

    • Salary - Poor
      • +6 more
    Read 24 Management Trainee reviews

    Management Trainee salary at Wipro

    reported by 213 employees
    ₹6 L/yr - ₹12 L/yr
    19% more than the average Management Trainee Salary in India
    View more details

    What Wipro employees are saying about work life

    based on 53.3k employees
    64%
    72%
    63%
    78%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Wipro Benefits

    Submitted by Company
    Family and Parenting
    Perks and Benefits
    Health Care & Insurance
    Financial & Retirement
    Professional Support
    Vacation and Time off
    Submitted by Employees
    Cafeteria
    Health Insurance
    Free Transport
    Soft Skill Training
    Job Training
    Work From Home +6 more
    View more benefits

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