Process Associate

4 weeks ago

Gurugram, India Genpact Full time

Inviting applications for the role of Process Associate - 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

• Research 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.


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.

  • Process Associate

    6 months ago

    Gurugram, Haryana, India SDM Process Solutions Full time

    The work requires processing and reviewing patient medical data and documents. Medical data and documents must be classified and associated with correct patient details. This is a backend process. Accurate and timely processing is vital. **Responsibilities** - Classify medical data and documents into database systems. - Create spreadsheets with large...

  • Process Associate

    7 months ago

    Gurugram, India IGT Solutions Full time

    IGT is hiring for the role of Process Associate (Banking Process)! Spread the word and refer eligible candidates for this opportunity. Details below: Contact Person: Bhanu Shree Date: Every week Monday to Friday (Walk-in) Time: 9:00 AM – 3:00 PM IST Venue: Ground floor, InfoTech Centre, Milestone 14/2, Old Delhi Gurugram Road, Dhundahera, Gurugram -...

  • Process Associate

    7 months ago

    Gurugram, India IGT Solutions Full time

    IGT is hiring for the role of Process Associate (Banking Process)!Spread the word and refer eligible candidates for this opportunity. Details below:Contact Person: Bhanu ShreeDate: Every week Monday to Friday (Walk-in)Time: 9:00 AM – 3:00 PM ISTVenue: Ground floor, InfoTech Centre, Milestone 14/2, Old Delhi Gurugram Road, Dhundahera, Gurugram - 122016,...

  • Process Associate

    4 weeks ago

    Gurugram, India Genpact Full time

    Inviting applications for the role of Process Associate - Customer careYou’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...

  • Process Associate

    4 weeks ago

    Gurugram, India Genpact Full time

    Inviting applications for the role of Process Associate - 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...

  • Process Associate

    4 weeks ago

    gurugram, India IGT Solutions Full time

    IGT is hiring for the role (Process Associate) - Online Travel Agency process (Walk-In) Spread the word and refer eligible candidates for this opportunity. Details below: The Process Associate for OTA Operations will support the daily activities of an online travel agency by managing bookings, handling customer inquiries, and ensuring smooth transaction...

  • Process Associate

    4 weeks ago

    Gurugram, India IGT Solutions Full time

    IGT is hiring for the role (Process Associate) - Online Travel Agency process (Walk-In)Spread the word and refer eligible candidates for this opportunity. Details below:The Process Associate for OTA Operations will support the daily activities of an online travel agency by managing bookings, handling customer inquiries, and ensuring smooth transaction...

  • Process Associate

    1 month ago

    Gurugram, India Genpact Full time

    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 –...

  • Process Associate for Airline industry

    3 months ago

    gurugram, India IGT Solutions Full time

    IGT is hiring for the role of Process Associate for Airline industry (chat process)Spread the word and refer eligible candidates for this opportunity. Details below:Job Summary : The Process Associate for Airline Operations will support various administrative and operational functions within the airline process. This role involves ensuring efficient handling...

  • Process Associate

    1 month ago

    gurugram, India Genpact Full time

    Dear applicant, Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location. Below is the JD attached. About Genpact 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...

  • Process Associate

    1 month ago

    gurugram, India Genpact Full time

    Dear applicant,Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location.Below is the JD attached.About GenpactGenpact (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...

  • Process Associate

    1 month ago

    Gurugram, India Genpact Full time

    Dear applicant,Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location.Below is the JD attached.About GenpactGenpact (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...

  • Process Associate

    1 month ago

    Gurugram, India Genpact Full time

    Dear applicant, Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location. Below is the JD attached. About Genpact 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...

  • Process Associate

    4 weeks ago

    gurugram, India Genpact Full time

    Dear applicant, Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location. Below is the JD attached. About Genpact 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...

  • Process Associate

    4 weeks ago

    Gurugram, India Genpact Full time

    Dear applicant, Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location. Below is the JD attached. About Genpact 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,...

  • Process Associate

    3 weeks ago

    Gurugram, India Genpact Full time

    Dear applicant, Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location.Below is the JD attached. About Genpact 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...

  • Process Associate

    4 weeks ago

    Gurugram, India Genpact Full time

    Dear applicant, Hope you are doing good. We are seeking for Life Insurance professionals for Gurugram location.Below is the JD attached. About Genpact 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...

  • Process Associate for E-Commerce process

    4 weeks ago

    gurugram, India IGT Solutions Full time

    IGT is hiring E-commerce Process Associate (walk-in) Spread the word and refer eligible candidates for this opportunity. Details below: Job Summary :We are looking for a motivated and detail-oriented E-commerce Process Associate to join our team. The ideal candidate will assist in managing various operational processes related to our e-commerce platform,...

  • Process Associate for Airline industry

    3 months ago

    gurugram, India IGT Solutions Full time

    IGT is hiring for the role of Process Associate for Airline industry (chat process) Spread the word and refer eligible candidates for this opportunity. Details below: Job Summary : The Process Associate for Airline Operations will support various administrative and operational functions within the airline process. This role involves ensuring efficient...

  • Process Associate for Airline industry

    3 months ago

    Gurugram, India IGT Solutions Full time

    IGT is hiring for the role of Process Associate for Airline industry (chat process) Spread the word and refer eligible candidates for this opportunity. Details below: Job Summary : The Process Associate for Airline Operations will support various administrative and operational functions within the airline process. This role involves ensuring efficient...