Genpact hiring Process Associate 2024 | Apply Now
Genpact hiring Process Associate 2024 | Overview
Job Description – Process Associate – Customer Care Non-Voice (HIG005348)
Position: Process Associate – Customer Care Non-Voice
Job ID: HIG005348
Location: Hyderabad, India
Job Type: Full Time
Schedule: Full-time, including flexible schedules and weekend shifts
Primary Skills: Operations
Job Posting Date: October 29, 2020
Unposting Date: Ongoing
About Genpact:
With a startup spirit and a team of over 90,000 curious and courageous minds, Genpact has the expertise to go deep with the world’s biggest brands. The company enjoys a dynamic, fun work environment and is calling all rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Genpact is inviting applications for the role of Process Associate in Customer Service (Non-Voice).
Genpact is a global professional services firm focused on delivering digital transformation to its clients. The company leverages its expertise in operations, technology, and analytics to help businesses achieve their strategic goals. With a presence in over 30 countries and serving clients in various industries, Genpact fosters a culture of innovation, collaboration, and continuous improvement. The company values its employees’ contributions and is committed to providing a supportive and inclusive work environment.
Role Overview:
The Process Associate in Customer Service (Non-Voice) will be responsible for providing high-quality resolutions to customer inquiries and maintaining standards of quality. The role requires a strong work ethic and the ability to work well both independently and within a larger team-oriented environment. The ideal candidate will be self-starting, intellectually curious, and creative, comfortable operating in a fast-paced and dynamic environment.
Responsibilities:
- Provide Resolutions: Ensure that all customer inquiries are resolved in a timely and accurate manner to maintain high standards of quality. This involves understanding the customer’s issue, providing accurate information, and ensuring customer satisfaction.
- Recognize Trends and Patterns: Identify common issues or patterns in customer inquiries and escalate them to the relevant teams for timely resolution. This proactive approach helps in preventing recurring problems and improving overall service quality.
- Provide Insights: Offer valuable insights to help improve the support provided to users, contributing to better customer satisfaction and service quality. Sharing feedback and suggestions with the team can lead to process improvements and enhanced customer experiences.
- Understand Processes and Policies: Maintain a thorough understanding of the company’s processes and policies to provide accurate and consistent information to customers. Staying updated with any changes in policies ensures that customers receive the most relevant information.
- Deliver Excellent Customer Service: Ensure that all interactions with customers are handled professionally, empathetically, and effectively, providing an exceptional customer experience. Building rapport with customers and addressing their concerns promptly is crucial for this role.
Qualifications:
- Minimum Qualifications:
- Any graduate is eligible to apply (post-graduation is considered an added advantage). This includes degrees in fields such as arts, commerce, science, and business administration.
- Freshers are welcome to apply, making this a great opportunity for recent graduates who are looking to start their careers in customer service.
- Fluency in English is required, both written and spoken, to communicate effectively with customers and team members. Strong language skills are essential for understanding and resolving customer queries accurately.
- Preferred Qualifications:
- Effective Probing Skills: The ability to ask the right questions and understand customer needs to provide accurate resolutions. This involves active listening and critical thinking.
- Analytical and Understanding Skills: Strong analytical skills to understand and resolve customer issues efficiently. Being able to analyze data and identify trends is a key aspect of this role.
- Problem-Solving Skills: A customer-centric approach to solving problems, ensuring that customer satisfaction is a top priority. This requires creativity and resourcefulness in finding solutions.
- Flexible Schedule: Willingness to work on a flexible schedule, including weekends, to meet the needs of customers and the business. Adaptability to different time zones and shift patterns is important.
Genpact’s Commitment to Diversity and Inclusion:
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.
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