Assistant Manager - Customer Support
- Genpact India
- 3 to 8 Yrs
- Bengaluru
- 4 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now we re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of AM, Customer Experience Support specialist.
We are looking for Customer Experience Support Specialists. This is a key role to improve customer satisfaction by providing reliable and timely data, taking action to resolve day to day service issues, following up in a timely manner on customer queries with multiple stakeholders. The overall aim of the role is to deliver an outstanding customer experience. By handling these responsibilities and keeping all relevant stakeholders informed, it enables the Customer Experience Team to focus on collaboration and growth initiatives with customers.
Role and Responsibilities
Ability to follow defined processes within Order Management, Logistics and Quality and able to problem solve when situations arise outside of the defined processes.
Create and maintain customer DTPs and inform relevant processing parties of customer tailored procedures (OM Specialist, Collector)
Collate and manipulate data to produce reports according to agreed format and timings ensuring completeness and accuracy.
Maintain trackers for collaborative planning
Maintain standard reporting packs for customer collaboration meetings.
Update customer portal systems and/or internal systems.
Deliver quality customer service by researching and responding to all internal & external partner enquiries quickly and effectively
Ensuring adherence to Unilever Global Controls Framework by completing all necessary end of day, week, months checks.
Deliver order amendment reporting to customers
Handle first level escalation of customer issues, working in partnership with all internal stakeholders and 3rd parties to resolve, keeping the Customer Experience Specialist informed at all stages.
Ensuring adherence to Unilever Global Controls Framework by completing all necessary end of week, end of months checks.
Support order cycle completion in exceptional circumstances
Customer Master Data maintenance to ensure right first time order processing
Qualifications we seek in you
Minimum qualifications
Graduate, preferably B.Com
Flexibility to work on any shift
Fluent in English. Proficient oral and written communication skills.
Strong interpersonal skills. Good at building relationships; patient and attentive, good influencing skills.
Strong analytical skills and can handle large amounts of data; identify exceptions and key trends; can make recommendations
Experience in Microsoft suite including Outlook, Power Point and MS Teams; advanced Excel skills, PowerBI, SAP scripting, AATP, Customer Portal, High Radius, Customer s systems, ACTPM.
Preferred qualifications
Understands digital concepts and can identify opportunities to drive efficiency and improvements.
Certification in supply chain is an added advantage
Exposure to consumer goods industry
Exposure to technologies like Pega, High Radius,
1. Attention to detail
2. Customer service focused
3. Tenacious in seeing problems through to resolution for the customer
4. Ability to work quickly and accurately under pressure
5. Strong prioritization and time management skills
6. Problem solving ability
7. Striving to continuously improve
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: Customer Service (Domestic)Functional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Customer SupportContact Details:
Company: Genpact IndiaLocation(s): Bengaluru
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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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