PA - Customer Care-HMS056761 Job in Genpact
- Genpact
- 2 to 6 Yrs
- All India
- 11 months ago
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Job Description
- Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose the relentless pursuit of a world that works better for people we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Process Associate, Customer Service In this role, we are looking for CS professional Responsibilities Work through proactive and reactive list of customers to gather customer health, usage and risk indicators and create a Customer Success Package to hand off to Customer Success Managers and continue to support through iterative or updates of data as needed Work along with Customers Success Mangers via email and chat (60% email / 40% chat) Gather data and assess overall service health for assigned customer accounts to provide to a Customers Success Manager Leverage key data sets, reports, and dashboards to understand customer trends, visualize risk, and partner with internal stakeholders to mitigate Build customer profiles for adoption and continued value realization and monitor usage trends Review customer accounts and understand the potential negative impacts of downtime/bugs/slowness Continually and proactively share best practices and thought leadership Identify upsell and cross sell opportunities and partners closely with Account Support Director Ensure assigned customers are happy and referenceable accounts willing to speak on our behalf Performance measured by: Customer Satisfaction Score (CSAT), First Response Time, Email Response time, Ticket Resolution, and CRM activity and accuracy Qualifications we seek in you! Minimum Qualifications / Skills B1/B2 level English for band 5A & C1 for band 5B Minimum Qualifications / Skills Prior experience in a Customer Support or familiarity with invoicing and project management software is a plus. Preferred to have some Supply Chain Have industry knowledge and / or product suite(s), for example Logistics, Global Trade Management, Supply etc. Willingness to using help desk software and remote support tools, Intercom CRM experience a plus Excellent verbal and written communication and problem-solving skills. Adaptability and flexibility with the ability to multitask, prioritize, and manage time effectively. Engaging with customers and providing empathy, patience, and rapport building Strong organizational skills, attention to detail, time management and organizational skills Troubleshooting skills, either basic or advanced, depending on the role and industry Job Process Associate Primary Location India-Hyderabad Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Jan 21, 2025, 9:00:22 AM Unposting Date Feb 20, 2025, 12:29:00 PM Master Skills List Operations Job Category Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: PA - Customer Care-HMS056761 Job in Genpact atContact Details:
Company: GenpactLocation(s): All India
Keyskills: Customer Support Invoicing Project Management Supply Chain Logistics Global Trade Management Supply Adaptability Time Management Troubleshooting Verbal Written Communication ProblemSolving
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