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Genpact hiring Process Associate 2024 ~ Overview

Process Associate – Customer Service (Job Code: HIG018331) – Genpact

Company Overview

Genpact (NYSE: G) is a leading global professional services and solutions firm, transforming businesses through deep industry knowledge and expertise in data, technology, and AI. With over 125,000 employees across 30+ countries, we are dedicated to creating value and driving better business outcomes for our clients. Our purpose is to build a world that works better for people by serving and transforming leading enterprises, including Fortune Global 500 companies.

Role Overview

We are inviting applications for the position of Process Associate in Customer Service. This role is pivotal in ensuring excellent service delivery and customer satisfaction. As a Process Associate, you will be responsible for handling customer queries and providing effective solutions while working collaboratively with internal teams. This position is based in Hanamkonda, India, and is a full-time role.

Key Responsibilities

1. Customer Query Management:
   • Respond to customer queries and issues in a timely and efficient manner.
   • Provide solutions based on available help articles and within company policies.
2. Issue Replication and Reporting:
   • Replicate customer issues to understand them better and report any necessary bugs, suggestions, or ideas for improvement.
3. Service Excellence:
   • Offer excellent customer service by maintaining a deep understanding of client processes and policies.
   • Work closely with internal departments to provide the required information and support to customers.
4. Technical Support:
   • Assist with technical queries related to domains, hosting, servers, SSL, email, site locks, backups, and other related products.
5. Upskilling and Upselling:
   • Continuously enhance knowledge through upskilling to better support customers.
   • Upsell existing and suggest relevant products to new customers based on their business needs.
6. Work Ethic:
   • Demonstrate a strong work ethic, with the ability to work independently and within a collaborative environment.
   • Maintain flexibility with work schedules, including weekend shifts as required.

Qualifications

• Educational Background:
  • Graduation in any discipline. Preferred candidates will have a B.Tech or any other technical/non-technical degree with computer courses, certifications, or diplomas.
• Experience:
  • Freshers are eligible to apply. Prior experience in customer service or related fields is an advantage but not mandatory.

Skills Required

• Probing and Analytical Skills:
  • Effective probing and analytical skills to understand and address customer needs.
  • Strong ability to analyze and provide solutions with a customer-centric approach.
• Communication Skills:
  • Excellent proficiency in written English and a neutral English accent for clear communication.
  • Ability to draft professional correspondence and handle customer interactions effectively.
• Technical Proficiency:
  • Basic understanding of technical concepts related to domain management, hosting, servers, and other IT products.
• Flexibility and Adaptability:
  • Ability to work on a flexible schedule, including weekends, to meet customer needs and business requirements.

Location and Work Environment

• Location: Hanamkonda, India.
• Schedule: Full-time.
• Education Level: Bachelor’s degree or equivalent.

Additional Information

Tailor Your Resume:

1. Highlight Relevant Experience:
   • Focus on any prior customer service or technical support roles you have held.
   • Emphasize your problem-solving skills and experience with similar responsibilities.
2. Use Keywords:
   • Include specific keywords from the job description such as “customer queries,” “technical support,” “issue replication,” and “upselling” to align your resume with the role’s requirements.

Craft a Strong Resume:

• Format: Use a professional format with clear sections for your education, experience, and skills.
• Content:
  • Objective Statement: State your interest in the Process Associate role and how your skills align with the job requirements.
  • Experience: Detail your experience in customer service or related fields, highlighting achievements and key responsibilities.
  • Skills: Include both technical and soft skills relevant to the role.

Prepare for Interviews:

• Research Genpact: Understand the company’s values, culture, and the specifics of the customer service function.
• Prepare Responses: Be ready to discuss your experience with handling customer queries, solving technical issues, and working in a team environment.
• Practice: Conduct mock interviews to improve your responses and build confidence.

Genpact’s Commitment to Diversity and Inclusion

Genpact is an Equal Opportunity Employer committed to creating a dynamic work environment that values diversity, inclusion, respect, and integrity. We celebrate and support our employees’ diverse backgrounds and perspectives to foster an innovative and inclusive workplace.

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