Process Associate

**_With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better._**

**_ _**

**_ PA, _**
**_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_**

**_ _**

**_ _**

**_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_**:
**_ _**

**_ _**

**_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._**

**_ _**

**_ _**
**_The ability to communicate information and ideas in speaking so others will understand._**

**_ _**

**_ _**

**_Genpact is an Equal Opportunity Employer and considers applicants for all