Customer support
2 months ago
Description - External Genpact (NYSE: G) 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. Inviting applications for the role of Process Associate - Customer care You’ll be responsible for developing trusting relationships with internal and external customers; by 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 provide 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. Qualifications Minimum Qualifications/Skills • 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. Preferred Qualifications/ Skills • Keeping up-to-date technically and applying new knowledge to your job. • The ability to read and understand information and ideas presented in writing. • The ability to use relevant information and individual judgment to determine the best possible solution to any situation. • Exercising excellent customer service skills at all times. This information can be exchanged in person, in writing, or by telephone or email. • The ability to communicate information and ideas in speaking so others will understand. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, 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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on X, Facebook, Linked In, and You Tube.
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Customer Support
7 months ago
Gurgaon, India Wellversed Full timeWellversed is looking for a Customer Support Associate, to assist our customers in solving technical problems when using our products and services. **Responsibilities** Resolving customer queries, complaints or requests on daily basis Able to build productive relationships and communicate daily with customers in a professional manner Actively attend...
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Customer support
3 weeks ago
Gurgaon, India Genpact Full timeProfile - Customer support (Non Voice) Work location - Gurgaon Shift - Rotational shifts (Mostly US) Genpact (NYSE: G) 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...
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Customer support
2 weeks ago
Gurgaon, India Genpact Full timeProfile - Customer support Work location - Gurgaon Shift - Rotational Genpact (NYSE: G) 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...
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Customer Support
7 months ago
Gurgaon, India Step To Soft Pvt. Ltd Full timeExperienced - Min 1 year in blended process handling high end customers. Shift timings - 9 am to 10 pm - any 9 hours Salary - 40K to 45k Problem solving skills Good communication skills Good knowledge of customer support business confident in speaking Confident in speaking No cab facility **Salary**: ₹40,000.00 - ₹45,000.00 per...
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Customer support
1 month ago
Gurgaon, India Genpact Full timeProfile - Customer supportWork location - GurgaonShift - RotationalGenpact (NYSE: G) 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...
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Customer support
1 month ago
Gurgaon, India Genpact Full timeProfile - Customer supportWork location - GurgaonShift - RotationalGenpact (NYSE: G) 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...
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Customer support
3 weeks ago
Gurgaon, India Genpact Full timeProfile - Customer support (Non Voice)Work location - GurgaonShift - Rotational shifts (Mostly US)Genpact (NYSE: G) 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...
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Customer support
1 month ago
Gurgaon, India Genpact Full timeProfile - Customer supportWork location - GurgaonShift - RotationalGenpact (NYSE: G)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...
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Customer support
1 month ago
Gurgaon, India Genpact Full timeProfile - Customer support Work location - Gurgaon Shift - Rotational Genpact (NYSE: G) 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...
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Customer Support Excecutive
7 months ago
Gurgaon, India hirebloc Full timeCUSTOMER SUPPORT EXECUTIVE SALARY: 18000 LOCATION: GURGAON FRESHERS CAN APPLY WITH GOOD COMMUNICATION **Role Description** This is a full-time on-site role for a Customer Support Executive at HireBloc Ventures Pvt Ltd in Gurugram. The Customer Support Executive will be responsible for providing customer support, ensuring customer satisfaction, providing...
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Customer support manager
2 weeks ago
Gurgaon, India AiSensy Full timeAbout Ai Sensy Ai Sensy is a Whats App based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via Whats App. Enabling 50,000+ Businesses with Whats App Engagement & Marketing 400cr+ Whats App Messages done between Businesses and Users via Ai Sensy Working with top brands...
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Customer Support Director
2 weeks ago
Gurgaon, Haryana, India AiSensy Full timeAbout the RoleAiSensy is seeking an experienced Customer Support Director to lead our support team and drive customer satisfaction, loyalty, and retention. This is a full-time position based in [Location], with a salary of $120,000 - $180,000 per year.The ideal candidate will have at least 5 years of experience in customer support, with a proven track record...
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Customer support manager
1 month ago
Gurgaon, India AiSensy Full timeAbout Ai SensyAi Sensy is a Whats App based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via Whats App.Enabling 50,000+ Businesses with Whats App Engagement & Marketing400cr+ Whats App Messages done between Businesses and Users via Ai SensyWorking with top brands like...
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Customer Support Manager
1 month ago
Gurgaon, India AiSensy Full timeAbout AiSensyAiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp.Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing400cr+ WhatsApp Messages done between Businesses and Users via AiSensyWorking with top brands like Skullcandy, Vivo,...
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Customer Support Executive
8 months ago
Gurgaon, India Knorish Full timeKnorish is seeking a dynamic and customer-focused individual to join our team as a Customer Support Executive. As a key point of contact between the company and our valued customers, you will play a crucial role in ensuring exceptional customer experiences. - Responsibilities: - Conduct onboarding for the new sign-ups of the Knorish Platform. - Provide...
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Customer support specialist
1 month ago
Gurgaon, India Dyntech | Financial Technology Development Full timeJD - Customer Support ManagerJob descriptionSalary Range: ₹50,000 - ₹75,000 per monthLocation: RemoteAbout Us:Dyn Tech is a cutting-edge technology provider specializing in multi-asset trading platforms and white-label solutions for forex brokers and prop trading companies. As we continue to grow, we are seeking an experienced Customer Support Manager to...
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Customer Support Manager
1 month ago
Gurgaon, India AiSensy Full timeAbout AiSensy AiSensy is a WhatsApp based Marketing & Engagement platform helping businesses like Skullcandy, Vivo, Rentomojo, Physicswallah, Cosco grow their revenues via WhatsApp. Enabling 50,000+ Businesses with WhatsApp Engagement & Marketing 400cr+ WhatsApp Messages done between Businesses and Users via AiSensy Working with top brands like...
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Customer support
2 months ago
Gurgaon, India Genpact Full timeDescription - ExternalGenpact (NYSE: G) 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...
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Customer Support
2 months ago
gurgaon, India Genpact Full timeDescription - ExternalGenpact (NYSE: G) 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...
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Customer Support
2 months ago
Gurgaon, India Genpact Full timeDescription - ExternalGenpact (NYSE: G) 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...
