Customer Service Representative

1 day ago

Gurgaon, Haryana, India Genpact Full time
About Genpact

Genpact 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.

Job Overview

We invite applications for the role of Process Associate - Customer care. As a Process Associate, you will be responsible for developing trusting relationships with internal and external customers; 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 provides 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
  • Comply 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
  • Email business area escalation and follow up
  • 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 Management
  • 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.
Requirements
  • 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.
Salary Information

The estimated salary for this position is $55,000 per year, plus benefits.

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India Muds Management Private Limited Full time

    Job Title: Customer Service RepresentativeJob Description:We are seeking a highly skilled and experienced Customer Service Representative to join our team at Muds Management Private Limited. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, responding to their inquiries, and resolving any...

  • Customer Service Representative

    3 weeks ago

    Gurgaon, Haryana, India Pranam Recruiters Full time

    Job Title: Customer Service RepresentativeJob Summary: We are seeking a skilled and enthusiastic Customer Service Representative to join our team at Pranam Recruiters. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, addressing their queries, and resolving their issues in a timely and...

  • Customer Service Representative

    3 weeks ago

    Gurgaon, Haryana, India RightO Full time

    Job Title: Customer Service RepresentativeWe are seeking a highly skilled and professional CUSTOMER SERVICE REPRESENTATIVE to join our team at RightO. As a Customer Service Representative, you will be responsible for providing exceptional customer support and ensuring customer satisfaction.Key Responsibilities:Handle incoming customer inquiries via Live...

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India MattsenKumar Full time

    Job Title: Customer Service RepresentativeJob Summary:At MattsenKumar, we are seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, responding to their inquiries, and resolving their issues in a timely and professional...

  • Customer Service Representative

    3 weeks ago

    Gurgaon, Haryana, India INNOVISION Limited Full time

    Customer Service RepresentativeAt INNOVISION Limited, we are seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will play a vital role in providing excellent customer service to our guests, addressing inquiries, concerns, and requests promptly and professionally.Key Responsibilities:Provide...

  • Customer Service Representative

    4 weeks ago

    Gurgaon, Haryana, India Career Kendra Full time

    Customer Service Representative JobWe are seeking a skilled Customer Service Representative to join our team at Career Kendra.Profile: Handle customer inquiries, resolve issues, and provide excellent service over the phone.Candidate Requirements:Fluency in EnglishFresher experience or graduateKey Responsibilities:Provide customer support and resolve...

  • Customer Service Representative

    3 weeks ago

    Gurgaon, Haryana, India Career Kendra Full time

    Job Title: Customer Service RepresentativeWe are seeking a highly skilled Customer Service Representative to join our team at Career Kendra. As a key member of our customer care team, you will be responsible for handling customer inquiries and resolving issues in a professional and timely manner.Key Responsibilities:Handle customer calls and emails in a...

  • Customer Service Representative

    4 weeks ago

    Gurgaon, Haryana, India Career Kendra Full time

    Customer Care Representative RoleWe are seeking a highly skilled Customer Care Representative to join our team at Career Kendra.Key Responsibilities:Handle customer inquiries over the phone with utmost care and professionalism.Resolve customer issues efficiently and effectively.Deliver exceptional customer service experience.RequirementsImmediate joiner with...

  • Customer Service Representative

    3 weeks ago

    Gurgaon, Haryana, India GoodVibes Placement Services Full time

    Job Title: Customer Service RepresentativeAbout Us: GoodVibes Placement Services is a reputable recruitment & outsourcing firm based in Indore, providing exceptional service to clients since 2019.Job Overview: We are seeking a highly skilled Customer Service Representative to join our team in Gurgaon. The successful candidate will be responsible for...

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India MarutiNandan Manpower Business Solution Full time

    Job SummaryWe are seeking a highly skilled Customer Service Representative to join our team at MarutiNandan Manpower Business Solutions. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving customer complaints, and ensuring customer satisfaction.Key ResponsibilitiesProvide customer...

  • Customer Service Representative

    4 weeks ago

    Gurgaon, Haryana, India Muds Management Private Limited Full time

    Job Role: Customer Service RepresentativeMuds Management Private Limited is seeking a Customer Service Representative to join our team. The primary responsibility of this role is to address customer concerns and resolve issues in a timely and efficient manner.Key Responsibilities:• Respond to customer inquiries via various channels (phone, email, and...

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India Pranam Recruiters Full time

    Job SummaryWe are seeking a highly skilled Customer Service Representative to join our team at Pranam Recruiters. As a Customer Service Representative, you will be responsible for handling customer inquiries and providing excellent support to our clients.Key ResponsibilitiesHandle customer queries via phone, email, or chatProvide timely and effective...

  • Customer Service Representative

    4 weeks ago

    Gurgaon, Haryana, India Amplifon Full time

    Customer Service RepresentativeAmplifon is seeking a skilled Customer Service Representative to join our team in Gurgaon, Haryana, India.Job Summary:Provide exceptional customer service to clients through outbound and inbound calls.Ensure client retention and satisfaction by resolving issues and meeting client needs.Collaborate with the clinical and field...

  • Customer Service Representative

    3 weeks ago

    Gurgaon, Haryana, India Mekyek Full time

    At Mekyek, we're looking for a Customer Service Representative to join our team. As a Customer Service Representative, you will be the first point of contact for customers, addressing their inquiries, resolving issues, and ensuring customer satisfaction.Key Responsibilities:Responding to customer inquiries via phone, email, and chatResolving customer issues...

  • Customer Service Representative

    4 weeks ago

    Gurgaon, Haryana, India Maruti Suzuki India Limited Full time

    Job Summary:As a Customer Service Representative at {company}, you will be responsible for providing exceptional support to our customers through phone, email, and chat. You will be the face of our company, ensuring that every interaction is positive and resolves any issues in a timely manner.

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India Alight Full time

    Customer Service RepresentativeAt Alight, we believe a company's success starts with its people. Our core values of Champion People, Grow with Purpose, and Be Alight drive our mission to connect passion with purpose. We're seeking a Customer Service Representative to join our team and help us deliver exceptional customer experiences.Key...

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India HireBloc Ventures Pvt Ltd Full time

    Company OverviewHireBloc Ventures Pvt Ltd is a leading recruitment agency and staffing company in the industry. With over 11-50 employees, we specialize in connecting qualified candidates with top-notch employers.Job OverviewWe are seeking a dedicated individual to fill the role of Customer Support Representative at HireBloc Ventures Pvt Ltd. As a Customer...

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India TechFun consultant Full time

    Company OverviewTechFun Consultant is a leading provider of forex trading solutions, dedicated to empowering individuals to achieve financial success.Our team of expert professionals is passionate about innovation and committed to delivering exceptional results.We pride ourselves on our client-centric approach, offering personalized strategies and insights...

  • Customer Service Representative

    4 weeks ago

    Gurgaon, Haryana, India HireBloc Ventures Pvt Ltd Full time

    Company OverviewHireBloc Ventures Pvt Ltd is a leading recruitment agency and staffing company that specializes in connecting qualified candidates with top-notch employers.Job OverviewWe are seeking a dedicated Customer Support Representative to join our team at HireBloc Ventures Pvt Ltd. As a Customer Support Representative, you will be the first point of...

  • Customer Service Representative

    1 month ago

    Gurgaon, Haryana, India Enlisting Full time

    Customer Service RepresentativeEnlisting is a dynamic staffing & recruiting company that accelerates business potential with innovative HR solutions. We are currently seeking a highly motivated Customer Service Representative to join our team.This role involves making outbound calls to potential clients, listening actively to their needs, and providing...