Voice Support Associate

3 weeks ago


Gurgaon, Haryana, India Genpact Full time

We are seeking a skilled Voice Support Associate to join our team at Genpact. This role is an excellent opportunity for individuals with experience in servicing US-based customers, preferably in Banking, crypto Financial Crime, and/or FinTech domains.

About the Role

The successful candidate will be responsible for providing world-class customer service by handling inbound phone call inquiries from members requesting support with disputed transactions. They will be required to initiate new disputes efficiently, capturing all relevant information accurately, as per US regulatory & compliance requirements.

Key Responsibilities
  • Servicing inbound phone enquiries from members requesting service & support, including but not limited to:
  • Domain Experience: BFSI
  • Channel Experience: Voice or Chat (International Voice/Chat Process)
  • Work Experience: Relevant experience in International Voice/chat process for more than 18 months
  • Communication & Comprehension Competencies: Versant Level 5 (58+), scores of 55-57 may be considered during rapid hiring requirements
  • Typing Speed: >25 WPM
  • Shift: Rotational shifts
  • Working Hours: 24x7 (US Hours)
  • Attitude: Customer and Solution Centric, patient, empathetic, and detail-oriented
  • Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
  • Change Management: Flexible and adaptable to evolving needs of a high-growth and fast-paced organization environment
Requirements
  • Graduate/Bachelor's Degree preferred
  • Comfortable working in a 24x7 work environment with rotational shifts
  • Experience working in a FinTech/Crypto environment/company
  • Strong problem-solving and decision-making abilities
  • Ability to multitask, prioritize, and manage time effectively
  • Familiarity with customer relationship management (CRM) systems and practices
  • Strong communication both written and verbal English skills and an ability to compose grammatically correct, concise, and accurate written/verbal responses
Estimated Salary: $45,000 - $60,000 per annum

This salary range is based on industry standards and takes into account factors such as location, experience, and qualifications.



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