Wipro |Management trainee – Client Support & Service Delivery

Empower Customer Success Through Expert Technical Support

Are you passionate about resolving technical challenges and delivering outstanding client service? Join our team as a Management trainee and be a key contributor to seamless process execution and exceptional customer satisfaction. This role is ideal for professionals who thrive in dynamic environments and possess strong troubleshooting, communication, and customer service skills.

Role Purpose:

The primary objective of this role is to provide effective technical support to clients, ensuring timely resolution of issues and maintaining service levels as per defined SLAs. The role involves direct interaction with clients via phone or email, documentation of issues, and collaborating with internal teams to deliver efficient solutions.

Job Description :-

Company Name:	Wipro
Job Role:	Management trainee
Experience:	1-3 Years
Location:	Bangalore/Gurugram, India
CTC/Salary:	INR 5-7 LPA (Expected)

Key Responsibilities:

Client Query Management:

Handle incoming support requests via phone and email in a courteous and professional manner.
Record and document all relevant client information including name, department, issue details, and resolution steps.
Update availability in internal systems like RAVE to ensure process efficiency and resource tracking.
Troubleshoot technical problems by guiding clients through structured problem-solving steps.
Resolve queries according to predefined SLAs or escalate when necessary for timely closure.

Knowledge Management & Documentation:

Maintain accurate logs of queries, solutions, and unsuccessful resolutions for quality tracking.
Access internal knowledge bases and FAQs to aid in efficient issue resolution.
Create and update customer self-help documents to reduce repeat issues and enable faster response times.
Analyze call logs to identify recurring issues and propose preventive measures.

Customer Support Excellence:

Deliver exceptional service through accurate diagnosis and step-by-step support.
Assist clients in navigating product menus and understanding features effectively.
Offer alternative solutions to ensure continued customer satisfaction and retention.
Conduct follow-up calls or emails to ensure issue resolution and gather feedback.
Ensure all communications include necessary disclosures and adhere to compliance standards.

Continuous Learning & Collaboration:

Participate in product-specific and client-recommended training programs.
Collaborate with team leaders to identify trends, skill gaps, and training opportunities.
Stay updated with the latest product features, system changes, and process improvements.
Contribute to team knowledge by sharing insights and participating in peer discussions.

Key Skills & Attributes:

Strong communication skills with fluency in English (verbal and written)
Analytical thinking and effective problem-solving abilities
Customer-centric attitude with high attention to detail
Familiarity with support ticketing systems and CRM tools
Ability to manage stress in high-volume environments
Willingness to learn and adapt to new tools, technologies, and workflows