Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Process Associate - Customer careYoull be responsible for developing trusting relationships with internal and external customers; by providing quality customer service whether by telephony or written communication. This role is the support function for the daily needs of the Contact Center Agents and requires strong communication skills to work with internal and external businesses.ResponsibilitiesProvides excellent Customer ServiceResearches supplier inquiries and provide information through voice or written communicationProvides details on accesses needed for suppliers to utilize self-service tools
Escalates tickets to business areas for opportunities that cannot be resolved in the Contact Center.Communicate in a professional manner with customers at all times; engage support team when assistance is needed.Proper grammar and spelling in written communications with customersMeet expectations of productive time using time management skillsComply with company policies, procedures, and standards of ethics and integrityMonitor Boards, Aux Times & follow up with Agents as neededNotify Managers of trends regarding aux timesAssist agents during high aux out timeTake escalated calls for agitated callersMonitor group chat & walk floor to assist associatesIdentify through group chat/floor walking when intervention is neededMonitor Oracle ticket queues and assign tickets to agents to workTrouble shooting using their technical knowledge & time beyond what tier 1 can provideHandle all escalated ticketsEmail business area escalation and follow upWork Tier 2 and rerouted tickets, Review Tier 2 escalations to drive KB updatesKnowledge Base maintenance based on "Knowledge Management" queue ticketsPrimary liaison between CC and Service Lines for updated information within articlesUpdate and create new articles as work comes inMonitor excessive calls on the same topicForecast customer demands based on call reason volumeAgent scripting review/maintenanceDetermine how we can better train our associates to drive down the tier 2 work & drive up FCRGenerate ReportsHave weekly reports sent to ManagementCMS Changes, Tickets, etc.Guided Assist UpdatesWork with the QC manager on survey results to improve articles based on the feedbackSystem Issues- lockouts, down system, etc.Report issues to the correct channel for CC System issues, triage issues before escalating to ISD, etc.Qualifications we seek in you!Minimum Qualifications/SkillsOrganization and time management skills, Working knowledge of MS ExcelExperience with MS Office, entering data into Excel Spreadsheets, the Internet and the ability to learn and utilize new software programsThe ability to communicate with supervisor regarding any issues or questions which may hamper the successful completion of assigned work in a timely manner.The ability to use computers and computer systems (including hardware and software) to enter data, to process information, and as a form of communication with customers and others in the company.Preferred Qualifications/ SkillsKeeping up-to-date technically and applying new knowledge to your job.The ability to read and understand information and ideas presented in writing.The ability to use relevant information and individual judgment to determine the best possible solution to any situation.Exercising excellent customer service skills at all times. This information can be exchanged in person, in writing, or by telephone or email.The ability to communicate information and ideas in speaking so others will understand.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on , Facebook, LinkedIn, and YouTube.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact