Management Trainee null

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 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 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 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 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) to retain 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.

About you

Lists the competencies required to perform this role effectively

Functional Competencies/ Skill

• Process Knowledge - Knowledge of assigned processes, 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

Compensation & benefits

The estimated monthly pay range for a Management Trainee at Wipro is approximately INR 50,000 to  INR 75,000. Benefits at Wipro include:

• Comprehensive Coverage: Medical, Dental, Vision, and Life Insurance.
• Financial Security: Disability coverage, Retirement plans.
• Tax-saving options: HSA (Health Savings Account), FSA (Flexible Spending Account).
• Emerging Benefits: Unlimited PTO, Pet Insurance, Legal Plans.
• Wellness Programs: Rewards for healthy lifestyles, and access to Wellness programs.
• Work-Life Balance: Paid Sabbaticals.

Training & development

At Wipro, L&D services focus on leveraging the latest learning innovations and methodologies to provide employees with tailored training solutions. They continuously enhance learning ecosystems to meet evolving needs, integrate cutting-edge technology, and adopt immersive learning experiences such as gamification and adaptive learning. The approach ensures that employees are equipped with the skills to drive both personal and organizational success.

Career progression

Wipro is dedicated to fostering career growth by continuously innovating and providing diverse opportunities. With a 360-degree appraisal system for fair feedback, transparent job postings, and tailored leadership programs, employees are supported in their development and progression. Their training methodologies and efficient appraisals are designed to help employees advance and excel in their careers.

Sources

The following sources were used in researching this page:

• careers.wipro.com/careers-home/jobs
• wipro.com/content/dam/nexus/en/service-lines/applications/latest-thinking/employee-benefits-and-the-future-workforce.pdf
• wipro.com/consulting/learning-and-development-consulting-services
• careers.wipro.com/why-wipro