Process Developer

4 weeks ago

Gurugram Gurugram, India Genpact Full time

Job Description

Inviting applications for the role of Customer Service Consultant - Process Developer

Responsibilities

- Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.

- Being able to communicate effectively both verbally and in writing.

- Able to sense other people's emotions and provide the answer or support based on their needs.

- Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.

- Easy adjust to changing scenarios regarding ways of working.

- Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.

- Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts)

- Customer service through electronic channels.

- Projecting a positive image of the company and brand.

- Implementing changes using your creativity and focus on process improvement.

- Correct and complete documentation of all customer interactions. Having a good know-how of the entire process.

- Using time effectively and prioritize the daily tasks accordingly.

- Sharing with all team members any relevant knowledge obtained through customer interactions.

- Attending training sessions.

- Arranging working schedules with colleagues flexibly, according to business needs.

- Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.

- Providing assistance to new colleagues whenever possible.

- Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.

- Able to use tools such excel, word, PowerPoint - as per the business and process requirements.

Qualifications we seek in you

Minimum Qualifications

- Very good knowledge of English (B2).

- Bachelor's degree.

- Good MS Office knowledge.

- Analytical thinking and self-starter.

Preferred Qualifications/ Skills

- Relevant experience in international phone customer service

- High motivation and ability to learn.

- Ability to work under time pressure.

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