Wipro Hiring Freshers 2023 | For Management Trainee

Roles and Responsibilities:

• Develop and enhance skills to ensure operational excellence and maintain superior customer service for the existing account or client.
• Stay updated on product features, changes, and updates by participating in product-specific and client-required/recommended trainings.
• Collaborate with team leaders to brainstorm training themes and address learning issues to better serve the client.
• Continuously update job knowledge through self-learning opportunities and maintaining professional networks.
• Support the process by managing transactions according to the required quality standards.
• Handle all incoming help requests from clients in a polite and professional manner via phone or email.
• Document all relevant information about end users, including their name, department, contact details, and the nature of their problem or issue.
• Keep availability status updated in the RAVE system to ensure process productivity.
• Record, track, and document all queries received, along with the problem-solving steps taken and the outcomes of successful and unsuccessful resolutions.
• Adhere to standard processes and procedures to resolve client queries.
• Resolve client queries within the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources, and frequently asked questions to effectively troubleshoot and resolve client problems.
• Familiarize oneself with product details to facilitate better client interaction and troubleshooting.
• Analyze call logs to identify recurring trends and take preventive measures to address future problems.
• Create and update self-help documents for customers to expedite resolution times.
• Identify critical client issues and escalate them to the team leader when resolution is delayed.
• Provide clients with all necessary product information and disclosures during and after calls or email requests.
• Ensure compliance with service agreements to avoid legal challenges.

Qualifications we seek in you! Minimum qualifications:

• Provide excellent customer service by diagnosing and troubleshooting client queries effectively.
• Assist clients in navigating product menus and help them understand product features better.
• Handle all client queries in a user-friendly, courteous, and professional manner.
• Maintain accurate logs and records of all customer queries following standard procedures and guidelines.
• Use designated tracking software to process and record all incoming calls and emails.
• Offer alternative solutions to clients, when appropriate, with the aim of retaining their business.
• Effectively organize ideas and communicate oral messages suitable for different listeners and situations.
• Follow up with customers and schedule callbacks to gather feedback and ensure compliance with contracts and SLAs.