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Wipro Beginner’s Positions 2024 | Management Trainee Opportunity in Gurugram | Placement Officer

Introduction:

Are you looking to kickstart your career journey with Wipro in 2024? Here's an opportunity that might just be the perfect fit for you. Wipro invites passionate individuals to join as Management Trainees in Gurugram, India, in a role that involves providing efficient technical support and resolving client issues promptly.

Job Description
Role Purpose

The primary objective of this role is to deliver effective technical support for the process and resolve client issues within the stipulated SLAs.

Do:

1. Support Process: Ensure transactions meet quality standards.

2. Client Communication: Field incoming help requests courteously via phone or email.

3. Documentation: Record essential user identification information and issue details.

4. Productivity: Update availability in the system for streamlined processes.

5. Query Resolution: Record and resolve queries following standard procedures.

6. SLA Adherence: Resolve client queries within defined SLAs.

7. Knowledge Base: Access internal resources for effective problem resolution.

8. Product Mastery: Learn product details for better troubleshooting.

9. Analysis: Document call logs to identify recurring trends for proactive solutions.

10. Self-Help: Maintain and update documents for quicker issue resolution.

11. Escalation: Identify and escalate serious issues to team leaders promptly.

12. Compliance: Ensure proper disclosure of product information to clients.

13. Legal Adherence: Comply with service agreements to avoid legal challenges.

Deliver Excellent Customer Service

1. Diagnosis: Provide product support with step-by-step solutions.

2. Guidance: Assist clients in navigating product features for better understanding.

3. Professionalism: Resolve queries courteously and professionally.

4. Record Keeping: Maintain accurate records of customer queries.

5. Tracking: Record all incoming calls and emails using designated software.

6. Retention: Offer alternative solutions to retain customer business.

7. Communication: Effectively communicate oral messages suitable for situations.

8. Follow-Up: Schedule call-backs for customer feedback and compliance checks.

Build Capability for Operational Excellence

1. Training: Undertake product-specific training to stay updated.

2. Learning: Participate in self-learning opportunities to enhance knowledge.

3. Collaboration: Partner with team leaders to identify training needs.

4. Network: Maintain personal networks for continuous learning.

Competencies

Functional Competencies

Process Knowledge: Foundational to competent levels of competency demonstration.

Behavioral Competencies

Collaborative Working
Problem Solving and Decision Making
Attention to Detail
Execution Excellence
Client (Internal) Centricity
Effective Communication

Performance Measurement

1. Process: Number of cases resolved, compliance, SLA adherence, Pulse score, Customer feedback.

2. Self-Management: Productivity, efficiency, training hours, technical training completion.

Conclusion

This Management Trainee position with Wipro in Gurugram is an exciting opportunity for individuals keen on honing their technical support skills while delivering exceptional customer service. Join a dynamic team committed to operational excellence and client satisfaction.

FAQs

Q: What are the primary responsibilities of a Management Trainee at Wipro?

A: Responsibilities include managing transactions, resolving client queries, providing product support, and maintaining records following standard procedures.

Q: What competencies are essential for this role?

A: Functional competencies include process knowledge, while behavioral competencies encompass collaboration, problem-solving, attention to detail, execution excellence, client-centricity, and effective communication.