Am - Customer Care

1 week ago

Jaipur Rajasthan, India Genpact Full time

_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._

**_ _**
- You’re responsible to Determine the best course of action based on extremely complex issues in a time-pressured environment_
- Responsibilities_
- _Ability to achieve specific results regarding sales and service expectations_
- _Ingenuity to find creative solutions for complex problems_
- _Work independently, use good judgment, and produce creative and practical solutions_
- _Ability to communicate clearly with all levels of employees_
- _Excellent analytical, diagnostic, and training skills_
- _Uphold standards of leadership including accountability, leading by example and good decision-making_
- _Provide ongoing training and development opportunities for agents, including on-boarding, technical training, delivery of new policies and procedures, and career development discussions._
- _Investigate and resolve escalated customer issues, including providing follow up and feedback to customers, agents and senior management._
- _Analyze performance of Representatives through report generation, logging, and accurate tracking of call and support statistics._
- _Share monthly trends and recommendations with the Senior Manager C3 Operations-India to improve productivity and enhance efficiency_
- Qualifications we seek in you_
- Minimum qualifications_
- _Bachelor Degree B-tech Preferred_
- _Should be aware of the voice Inbound/Outbound/Chat operations and all the key metrics associated with these operations._
- _Should have worked in a Technical / Sales / Customer Service process_
- _Sales experience is preferred_
- _Excellence in people and process management_
- _Should be able to independently communicate/handle Client queries/requests._
- _Demonstrated ability to handle and multi-task critical programs and projects_
- Preferred qualifications_
- _Should be excellent in communication skills along with analytical, diagnostic, and training skills_
- _Uphold standards of leadership including accountability, leading by example and good decision-making._

**_
Job_**_Assistant Manager_

**_ Primary Location_**_India-Jaipur_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Jan 7, 2025, 1:42:51 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_

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