Assistant Manager - Customer Services
- Genpact India
- 3 to 5 Yrs
- Noida, Gurugram
- 5 years ago
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Job Description
AM, Customer Service
You re responsible to Determine the best course of action based on extremely complex issues in a time-pressured environment
Responsibilities- Ability to achieve specific results regarding sales and service expectations
- Ingenuity to find creative solutions for complex problems
- Work independently, use good judgment, and produce creative and practical solutions
- Ability to communicate clearly with all levels of employees
- Excellent analytical, diagnostic, and training skills
- Uphold standards of leadership including accountability, leading by example and good decision-making
- Provide ongoing training and development opportunities for agents, including on-boarding, technical training, delivery of new policies and procedures, and career development discussions.
- Investigate and resolve escalated customer issues, including providing follow up and feedback to customers, agents and senior management.
- Analyze performance of Representatives through report generation, logging, and accurate tracking of call and support statistics.
- Share monthly trends and recommendations with the Senior Manager C3 Operations-India to improve productivity and enhance efficiency
Minimum qualifications
- Bachelor s Degree B-tech Preferred
- Candidate should have team management experience.
- Should be aware of the voice Inbound/Outbound/Chat operations and all the key metrics associated with these operations.
- Should have worked in a Technical / Sales / Customer Service process
- Sales experience is preferred
- Excellence in people and process management
- Should be able to independently communicate/handle Client queries/requests.
- Demonstrated ability to handle and multi-task critical programs and projects
- Should be excellent in communication skills along with analytical, diagnostic, and training skills
- Uphold standards of leadership including accountability, leading by example and good decision-making.
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. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Sales / BDFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Customer ServicesContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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