Pa - Back Office

3 months ago

Lucknow Uttar Pradesh, 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 - 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**.**
- **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**

**Compl**y** 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**

**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 **M**anagement**

**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** we **seek** in you**

**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**

**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.**

**The ability to communicate information and ideas in speaking so others will understand.**

**_
Job_**_Process Associate_

**_ Primary Location_**_India-Lucknow_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Sep 20, 2024, 9:27:30 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_

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