Process Associate

3 weeks ago

Hyderabad, India Genpact Full time

Job Description

Inviting applications for the role of Process Associate, Customer Care

The candidate should have good communication and should be good in handling customers. Also, should have technical knowledge on basic computers and basic programming language. Should know about sales as the process handles both sales & technical issues.

Responsibilities

- Handle multiple chats at the same time (3+ Active Chats simultaneously)
- Respond to the customer queries & issues in timely manner
- Provide solution to the customer basis the available help articles and within the policies
- Replicate customers issue and report necessary bugs/suggestions/ideas
- Provide excellent services to the customers
- Work closely with internal departments to provide the required information/support to the customer
- Support technical queries related to Domain, Hosting, Server, SSL, Email, Site Lock, Site backup, or any other such product that is owned by end customer
- Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment
- Maintain a deep understanding of client process and policies
- Upskill to enhance the knowledge from time to time and offer support
- Upsell existing and sell the relevant/next logical products to the new customers basis their business

Qualifications we seek in you

Minimum Qualifications

.Graduation in any discipline (Pref B.Tech or any other tech/non-tech degree with computer course/certification/diploma)

.Freshers are eligible

.Must possess knowledge of Email Clients & Basics of Internet Technology (Websites, Domains, Hosting, Browsers, Security, etc.)

.Relevant experience in Customer Support through Phone and good in basic technical skills & Sales techniques

Preferred Qualifications/ Skills

- Effective probing skills and analyzing / understanding skills
- Analytical skills with customer centric approach
- Excellent proficiency with written English and with neutral English accent
- You should be able to work on a flexible schedule (including weekend shift)
- Typing speed 40-45 words per minute + 80%+ accuracy
- Should be C1 proficiency.

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