Customer Support Specialist

19 hours ago


Gurgaon, Haryana, India Genpact Full time
Job Overview

Genpact, a global professional services firm, is seeking a Customer Support Specialist to join our team. In this role, you will be responsible for providing world-class customer support and resolving disputes in a timely and efficient manner.

The ideal candidate will possess excellent communication skills, both written and verbal, and the ability to navigate complex transactional issues. They will also have experience working in a 24/7 environment with rotational shifts.

About Genpact

As a global leader in professional services, Genpact delivers outcomes that shape the future. Our 125,000+ employees across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. 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.

Responsibilities

In this role, you will be responsible for:
  • • Servicing inbound phone inquiries from customers requesting service & support with, but not limited to:
Domain Experience: BFSI

Channel Experience: Voice (International Voice Process)

Work Experience: Relevant experience in International Voice process

Communication & Comprehension Competencies: Versant Level 5 (58+), or scores of 55-57 during times of rapid hiring requirements.

Typing Speed: >25 WPM

Shift: Rotational shifts

Attitude: Customer and Solution Centric, patient & empathetic, eye for detail

Tool/Application Experience: Reasonable understanding of working with Google Sheets and Google Docs, or Microsoft Excel and Microsoft Word

Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization environment.

Specifically, you will be responsible for:
  • • Validating the identity of callers to safeguard customer information
  • Initiating effective and timely written communication with customers
  • Capturing customer interactions, notes, and relevant information using web-based applications
  • Submitting dispute claims forms for investigation within prescribed regulatory and compliance timelines
  • Navigating online tools and applications to enable customers to upload documents
  • Ensuring high-quality service delivery in a 24/7 environment
  • Taking allotted training and executing on action plans discussed during coaching sessions
  • Focusing on continuous improvement according to behavioral and SMART action plans from Team Leads and Operations Managers
  • Seeking steady improvement according to QA guidelines

Qualifications

We seek candidates with the following qualifications:
  • • Graduate/Bachelor's Degree preferred
  • Comfortable working in a 24/7 work environment with rotational shifts
  • Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit, and/or credit card industry
  • Strong communication skills, both written and verbal, with the ability to compose grammatically correct, concise, and accurate written/verbal responses

Benefits

As an employee of Genpact, you will enjoy a competitive salary, benefits package, and opportunities for career growth and development. We are an equal opportunity employer and consider applicants for all positions without regard to race, color, religion, 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.

Estimated Salary: $45,000 - $65,000 per year

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