Wipro is Hiring Management Trainee || Job in Gurugram || Apply Now

 Company: Wipro

Role: Management Trainee

Location: Gurugram

Salary: 5.8 LPA to 7.2 LPA 

Qualifications:  Bachelor's/Master's Degree

About Organization:

Wipro Limited is a prominent global information technology, consulting, and business process services company headquartered in Bangalore, India. Founded in 1945, it has grown to become one of India's largest IT firms. Wipro operates in various industries, including technology, healthcare, finance, and consumer goods, providing a wide range of services such as IT consulting, software development, cybersecurity, and business process outsourcing. With a global presence in over 175 cities and a diverse workforce, Wipro is known for its commitment to innovation, sustainability, and social responsibility. It has played a significant role in India's IT industry and is recognized for its contributions to technology and business solutions worldwide.

Job Description:

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 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

Identify and learn appropriate product details to facilitate client interaction and troubleshooting

Document and analyze call logs to spot the most occurring trends in 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 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 calls and emails 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 to listeners and situations

Follow up and make scheduled callbacks to customers to 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 training to stay current with product products, 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

Wipro Management Trainee link: Apply Now