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 care

You’ll 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.

Responsibilities

Provides excellent Customer Service

Researches supplier inquiries and provide information through voice or written communication

Provides 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 customers

Meet expectations of productive time using time management skills

Comply with company policies, procedures, and standards of ethics and integrity

Monitor Boards, Aux Times follow up with Agents as needed

Notify Managers of trends regarding aux times

Assist agents during high aux out time

Take escalated calls for agitated callers

Monitor group chat walk floor to assist associates

Identify through group chat/floor walking when intervention is needed

Monitor Oracle ticket queues and assign tickets to agents to work

Trouble shooting using their technical knowledge time beyond what tier 1 can provide

Handle all escalated tickets

Email business area escalation and follow up

Work Tier 2 and rerouted tickets, Review Tier 2 escalations to drive KB updates

Knowledge Base maintenance based on "Knowledge Management" queue tickets

Primary liaison between CC and Service Lines for updated information within articles

Update and create new articles as work comes in

Monitor excessive calls on the same topic

Forecast customer demands based on call reason volume

Agent scripting review/maintenance

Determine how we can better train our associates to drive down the tier 2 work drive up FCR

Generate Reports

Have weekly reports sent to Management

CMS Changes, Tickets, etc.

Guided Assist Updates

Work with the QC manager on survey results to improve articles based on the feedback

System 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/Skills

Organization and time management skills, Working knowledge of MS Excel

Experience with MS Office, entering data into Excel Spreadsheets, the Internet and the ability to learn and utilize new software programs

The 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/ Skills

Keeping 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 X, 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.