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Customer Care Role at Genpact

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Mayuri Jagtap
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27 views3 pages

Customer Care Role at Genpact

Uploaded by

Mayuri Jagtap
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

With a startup spirit and 115,000+ curious and courageous minds, we have the

expertise to go deep with the world’s biggest brands—and we have fun doing it. We
dream in digital, dare in reality, and reinvent the ways companies work to make an
impact far bigger than just our bottom line. We’re harnessing the power of technology
and humanity to create meaningful transformation that moves us forward in our
pursuit of a world that works better for people. Now, we’re calling upon the thinkers
and doers, those with a natural curiosity and a hunger to keep learning, keep growing.,
People who thrive on fearlessly experimenting, seizing opportunities, and pushing
boundaries to turn our vision into reality. And as you help us create a better world, we
will help you build your own intellectual firepower. Welcome to the relentless pursuit
of better.

Inviting applications for the role of Customer care

You’ll be responsible for developing trusting relationships with internal and external
customers; by providing quality customer service whether by telephony or written
communication. This role is the support function for the daily needs of the Contact
Center Agents and requires strong communication skills to work with internal and
external businesses.

Responsibilities

 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
 Assist agents during high aux out time
 Take escalated calls for agitated callers
 Monitor group chat & walk floor to assist associates
 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
 Monitor excessive calls on the same topic
 Forecast customer demands based on call reason volume
 Agent scripting review/maintenance
 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
 CMS Changes, Tickets, etc.
 Guided Assist Updates
 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.

Qualifications
Minimum Qualifications/Skills

 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.

Preferred Qualifications/ Skills


 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.

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
[Link]. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job
applications and applicants are not required to pay to participate in our hiring
process in any other way. Examples of such scams include purchasing a 'starter
kit,' paying to apply, or purchasing equipment or training.

Common questions

Powered by AI

Genpact integrates data management in its operations by utilizing tools such as MS Excel and other MS Office programs to enter and process information, as well as generating management reports to track call reason volumes and guide strategic improvements . This structured approach allows for better forecasting of customer demands and assessment of service efficiencies .

Communication skills are crucial in Genpact's customer care functions as employees must articulate information clearly and professionally through various modes, like telephony and email, to resolve inquiries and support contact center operations . It involves proper grammar usage, polite engagement, and coordination with support teams to assist customers effectively .

Intellectual curiosity is central to Genpact's culture, driving the exploration of innovative solutions and boundary-pushing in problem-solving. It underpins their approach to experimentation, fostering an environment where continuous personal and professional growth is encouraged, aligning with their vision of creating a better world through transformation .

Genpact improves customer service articles by collaborating with QC managers to analyze survey results, integrating feedback into article revision. This iterative process ensures the content remains relevant and effective in addressing customer inquiries .

Genpact emphasizes technological innovation as a key component of its mission by leveraging both technology and human ingenuity to create significant transformations in how businesses operate . They focus on combining digital advancements with human expertise to address complex business challenges, aiming to foster a world that functions better for people .

Genpact seeks to prevent escalation by improving agent training to enhance problem-solving at the first point of contact, thereby driving up FCR rates. They review agent scripting regularly and update knowledge bases to ensure quick and effective customer service responses .

Genpact fosters a culture of continuous learning by encouraging employees to engage in relentless curiosity and a hunger for knowledge . Opportunities for intellectual growth are provided as employees work on innovative solutions and are supported in building their 'intellectual firepower' as part of their development .

Genpact manages system issues by triaging problems before escalating them to ISD, ensuring channels for reporting system lockouts and downtimes are clear. These measures prevent disruptions in customer service and maintain operational efficiency .

Genpact emphasizes diversity and inclusion by fostering a dynamic work environment that respects varied demographics and promotes equality . They ensure no fees are charged in their hiring process and consider applicants without bias towards race, gender, or other protected characteristics, reinforcing inclusive operational policies .

Genpact employs several strategies for effective customer care, such as developing trusting relationships through excellent service, using both voice and written communication to address inquiries, and escalating unresolved issues . They also implement time management skills, maintain ethical standards, monitor and support Contact Center agents, and leverage guided assistance updates to enhance service quality .

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