Management Trainee null

About Wipro

Wipro Limited is a leading global information technology, consulting, and business process services company. The company harnesses the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help its clients adapt to the digital world and make them successful. 

Your 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.

• Support process by managing transactions as per required 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 on 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
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot the 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 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
  • 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 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
  • 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 appropriate to listeners and situations
  • Follow up and make scheduled callbacks to customers to record feedback and ensure compliance with 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 features, changes, and updates
  • Enroll in product-specific and any other training 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

Training & development

Ascent is Wipro's selective training program, designed for ambitious, recent graduates who aspire to be technology leaders. Participants in Ascent will be surrounded by a diverse set of talented peers from leading universities across the country. After completing a rigorous two-month technical and professional development program, you’ll be assigned to a client engagement, and apply your new-found skills.

Salary and benefits

Wipro offers the following benefits:

• An Annual salary range of ₹5L–₹8L
• Interest-free loans
• Employee Stock Option Plan
• Training programs
• Work-life balance

Career progression

Wipro strives to offer more than just a job. The company offers new career avenues that intersect its business in a way that you develop your full potential while maximizing the company’s growth. Wipro firmly believes that the company can achieve business efficiency only through its people and their expertise in innovation.

Work-life balance

The pride of developing cutting-edge solutions, the privilege of learning from talented professionals, and the flexibility to work from home make Wipro a desirable workplace. Its passion, commitment, and social responsibility have played a significant role in the success story so far. Wipro instills these qualities into every new member of the Wipro family.

Culture & vibe

Wipro's culture is the foundation of its success and it is completely people-oriented, touching lives and making a difference to employees, stakeholders, customers, and partners alike. The company believes that excellence is not a destination but a journey of continuous improvement and keenly promotes an open culture, encouraging feedback, and actively transforming it into action.

About you

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
• Process Knowledge – Knowledge of the assigned process, tools, and systems – Foundation to Competent

Competency Levels

Foundation

• Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

• Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

• Applies the competency in all situations and serves as a guide to others as well.

Master

• Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies

• Collaborative working
• Problem-solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Sources

The following sources were used in researching this page:

• https://careers.wipro.com/life-at-wipro#work-environment
• https://careers.wipro.com/why-wipro#who-we-are
• https://careers.wipro.com/ascent-landing
• glassdoor.co.in/Salary/Wipro-Management-Trainee-Salaries-E9936_D_KO6,24.htm