Genpact Recruitment Drive for 2023 Freshers

About Company : Genpact is a global professional services firm delivering the outcomes that transform our clients’ businesses and shape their future. We’re guided by our real-world experience redesigning and running thousands of processes for hundreds of global companies. Our clients – including many in the Fortune Global 500 – partner with us for our unique ability to combine deep industry and functional expertise, leading talent, and proven methodologies to drive collaborative innovation that turns insights into action and delivers outcomes at scale.

Company Full Name : Genpact
Job Role : Customer care Associate
Degree Needed : Any Degree
Batch : Any Batch
Location : Gurugram, Gurgaon

Job Description :
Roles and Responsibility :

Provides excellent Customer Service.
Researches supplier inquiries and provide information through voice or written communication.
Provides details on accesses needed for suppliers to utilize self-service tools.
Escalates tickets to business areas for opportunities that cannot be resolved in the Contact Center.
Communicate in a professional manner with customers at all times; engage support team when assistance is needed.
Proper grammar and spelling in written communications with customers.
Meet expectations of productive time using time management skills.
Comply with company policies, procedures, and standards of ethics and integrity.
Monitor Boards, Aux Times & follow up with Agents as needed.
Notify Managers of trends regarding aux times.
Identify through group chat/floor walking when intervention is needed.
Monitor Oracle ticket queues and assign tickets to agents to work.

Trouble shooting using their technical knowledge & time beyond what tier 1 can provide.
Handle all escalated tickets.
Email business area escalation and follow up.

Work Tier 2 and rerouted tickets, Review Tier 2 escalations to drive KB updates.
Knowledge Base maintenance based on “Knowledge Management” queue tickets.
Primary liaison between CC and Service Lines for updated information within articles.
Update and create new articles as work comes in.
Determine how we can better train our associates to drive down the tier 2 work & drive up FCR
Generate Reports.
Have weekly reports sent to Management.
Work with the QC manager on survey results to improve articles based on the feedback.
System Issues- lockouts, down system, etc.
Report issues to the correct channel for CC System issues, triage issues before escalating to ISD, etc.

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Required Qualification and Skills :

Excellent written and verbal communication skills.
Sound knowledge of MS office.
Organization and time management skills, Working knowledge of MS Excel.
Experience with MS Office, entering data into Excel Spreadsheets, the Internet and the ability to learn and utilize new software programs.
The ability to communicate with supervisor regarding any issues or questions which may hamper the successful completion of assigned work in a timely manner.
The ability to use computers and computer systems (including hardware and software) to enter data, to process information, and as a form of communication with customers and others in the company.
Keeping up-to-date technically and applying new knowledge to your job.
The ability to read and understand information and ideas presented in writing.
The ability to use relevant information and individual judgment to determine the best possible solution to any situation.
Exercising excellent customer service skills at all times. This information can be exchanged in person, in writing, or by telephone or email.
The ability to communicate information and ideas in speaking so others will understand.