Customer Service Representative

3 days ago

uttar pradesh, India Genpact Full time

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• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.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

Minimum qualifications

• Very good knowledge of English (B2).

• Bachelor’s degree.

• Good MS Office knowledge.

• Analytical thinking and self-starter.

Preferred qualifications

• Relevant experience in international phone customer service.

• High motivation and ability to learn.

• Ability to work under time pressure.

  • Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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 respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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