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 Manager – Customer Care

The Technical Support Manager provides primary support to customers encountering problems using the products and solutions. Respond to customer product inquiries via telephone, email, or ecases. Facilitates inquiries through systems to provide answers to common questions and problems. Resolves customer concerns raised during installation, operation, maintenance, or product/service application or compatibility matters. Documents customer information and recurring technical issues to support product/service quality programs and product development. Mentor and SME for peers and other cross-application teams.

Responsibilities

Provides customer service by applying problem-solving and troubleshooting skills to assess issues and establish a course of action to guide the requestor to timely resolution of inquiries that come in via phone, webchat, email, and online ticketApplies knowledge of case resolution process, policies, case management, service level management, defect/PCR process, and escalation methodology using other departments as neededUses Superior customer service skills, keeping a positive, caring, can-do attitude and by keeping all appropriate parties updated on resolution, especially critical client issuesProvides other ad hoc support and duties as assigned, including providing support for other staff functions or special projects as necessary, attends training courses as required, and stays abreast of evolving internal processes and industry developmentsActs as a Subject Matter Expert with User Workflows in their primary application as assigned (To assist in training and new hire onboarding), allowing them to effectively mentor peers and is seen as a "go-to" employee for product/service knowledgeDevelop a productive working relationship with Sr. TSAs; to the point they can be a backup, based on the needFunctions effectively within a team environmentHandles high-stress interactions and situations and can de-escalate appropriately using empathyOwnership of skill development/ self-trainingResponds effectively to mentor/coach feedbackStrong communication skills with peers as well as clients, both oral as well as writtenStrong customer service skills Qualifications we seek in you Minimum

Qualifications / Skills

Strategic Planning: Develop and implement strategies for agent development, coaching, and mentoring aligned with organizational goals.Performance Management: Regularly assess and analyze individual and team performance metrics to identify areas for improvement and recognize achievements.Coaching Excellence: Provide hands-on coaching to agents, focusing on skill enhancement, process improvement, and customer-centric approaches.Resource Management: Ensure optimal allocation of resources, including time, technology, and training materials, to maximize agents' development potential.Individual Development Plans: Collaborate with agents to create tailored development plans, identifying strengths and areas for improvement.Feedback Mechanism: Implement a structured feedback mechanism to ensure consistent, constructive feedback for agents' professional growth.Training Initiatives: Oversee the design and implementation of training programs, workshops, and resources to enhance agents' skills and knowledge.Communication Skills: Model effective communication techniques and guide client interactions to enhance agents' communication skills.Conflict Resolution: Act as a mediator in resolving conflicts within the team, promoting a positive and collaborative working environment.

Preferred Qualifications/ Skills

Recognition and Rewards: Develop and implement recognition programs to acknowledge and reward outstanding performance and achievements.Performance Reviews: Conduct regular performance reviews with agents to track progress, set goals, and provide constructive feedback.Cultural Advocate: Promote and uphold the organization's values and culture, fostering a positive and inclusive work environment for all team membersMentorship Program: Establish and manage a mentorship program to foster a culture of continuous learning and development within the team.

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.