Job Title: Management Trainee
Location: Gurugram, India
Department: DOP
Job Code: 3078087
Job Description:
Role Purpose:
The role is aimed at providing efficient technical support to the process, resolving client issues promptly either directly or by timely escalation to meet process SLAs.
Responsibilities:
- Manage transactions to required quality standards, supporting the process effectively.
- Handle all incoming client help requests via telephone and/or email courteously.
- Document all relevant end user information and problem details.
- Maintain availability status in the RAVE system for process productivity.
- Record, track, and document all queries received along with problem-solving steps and resolutions.
- Adhere to standard processes and procedures to address client queries.
- Resolve client queries within defined SLAs.
- Access and utilize internal knowledge bases and resources for effective problem resolution.
- Learn and understand product details for better client interaction and troubleshooting.
- Analyze call logs to identify recurring trends for proactive problem prevention.
- Update self-help documents for customers to expedite resolution time.
- Identify and escalate serious client issues to Team Leader if resolution is delayed.
- Ensure all necessary product information and disclosures are provided to clients.
- Deliver excellent customer service through effective diagnosis and troubleshooting.
- Assist clients in navigating product menus and understanding features.
- Maintain logs and records of all customer queries.
- Accurately process all incoming calls and emails using designated tracking software.
- Provide alternative solutions to clients where appropriate to retain business.
- Communicate effectively in various situations and with different stakeholders.
- Follow up with customers for feedback and compliance to SLAs.
- Build operational excellence and maintain superior customer service levels.
- Undertake product trainings to stay updated with features and changes.
- Enroll in client-required/product-specific trainings.
- Collaborate with team leaders to identify training needs and issues.
- Update job knowledge through self-learning opportunities and networking.
Stakeholder Interaction:
Internal:
- Team Leaders: Performance review
- HR: Hiring, employee engagement, and retention
- Training Team: Capability development
- Technical Lead: Training, issue escalation/resolution
External:
- Client: Query resolution
Competencies:
Functional Competencies/Skills:
- Process Knowledge: Foundation to Competent
Behavioral Competencies:
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
Performance Parameters:
- Process:
- Number of cases resolved per day
- Compliance to process and quality standards
- Meeting process level SLAs
- Pulse score
- Customer feedback
- Self-Management:
- Productivity
- Efficiency
- Absenteeism
- Training Hours
- Number of technical training completed
Apply Now: Wipro Hiring for Management Trainees