Assistant Manager - Customer Experience
- 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 Customer Experience Support specialist.
We are looking for a Customer Experience Support Specialist. 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 on time 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
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 inquiries quickly and effectively
Ensuring adherence to Unilever Global Controls Framework by completing all necessary end-of-the-day, week, months checks.
Deliver order amendment reporting to customers
Handle the 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 months checks.
Support order cycle completion in exceptional circumstances
Customer Master Data maintenance to ensure right-first-time order processing
Minimum qualifications
Graduate, preferably BCom
Flexibility to work on any shift
Fluent in English. Proficient oral and written communication skills.
Good interpersonal skills. Good at building relationships; patient and attentive, good influencing skills.
Good analytical skills and can handle large amounts of data; identify exceptions and key trends; can make recommendations
Experience in Microsoft suite including Outlook, PowerPoint, and MS Teams; advanced Excel skills, PowerBI, SAP scripting, AATP, Customer Portal, High Radius, Customer s systems, ACTPM.
Attention to detail
Customer service focused
Tenacious in seeing problems through to resolution for the customer
Ability to work quickly and accurately under pressure
Prioritization and time management skills
Problem-solving ability
Striving to continuously improve
Preferred qualifications
Understands digital concepts and can identify opportunities to drive efficiency and improvements.
Certification in the supply chain is an added advantage
Exposure to the consumer goods industry
Exposure to technologies like Pega, High Radius
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: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Assistant Manager - Customer ExperienceContact 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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