Process Associate

**G**enpact (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.**

**Responsibilities**

**As a Customer Interaction Centre Associate, you will**:
**Employee** Support**,**Query Resolution** and Experience Management**:
**Provide empathetic,**timely**, and personalized responses to employees and people leaders, ensuring a positive employee experience.**

**Cultivate a strong service mindset and help-oriented culture that supports employees throughout their journey.**

**Proactively manage employee expectations, ensuring clarity and transparency in communication.**

**Resolve issues proactively at Tier 1 support level, ensuring high customer satisfaction.**

**Escalate unresolved or complex queries to Tier 2 or**appropriate departments** while ensuring seamless communication.**End to end**Case**Ownership**:
**Manage cases using a case management tool, ensuring**timely** updates and resolution**from initiation to closure.**

**Act as the single point of contact for employees throughout the case lifecycle, even when coordination with other teams or functions is**required**.**

**Escalate issues only when necessary while**maintaining** responsibility for follow-up and final resolution.**

**Track and**monitor** service requests against established SLAs and follow up for resolution as**required**.**Documentation and Reporting**:
**Maintain**accurate** and detailed records of employee interactions and transactions.**Process Adherence and**Continuous** Improvement**:
**Follow standard operating procedures and drive process consistency and improvement.**

**Partner with quality teams to**identify** enhancement opportunities and support implementation of best practices.**

**Qualifications**

**Minimum** Requirements**:
**Bachelor’s degree or equivalent education.**

**Relevant** years of experience**in an HR Helpdesk, HR Contact Center, or Shared Services environment** in a**customer service/contact center role.**

**Strong verbal and written communication skills**.**

**Proficiency** in case management tools**like**ServiceNow**

**Strong analytical and problem-solving abilities; capable of diagnosing policy applicability in varied employee scenarios and**communicating it** effectively.**

**Demonstrated ability to manage high-volume**workloads** efficiently.**

**Preferred Qualifications**:
**Experience in a shared service environment or customer-facing role.**

**Knowledge of**case management tools (e.g., ServiceNow HRSD) and HCM platforms such as SuccessFactors.**

**Proven**track record** of meeting or exceeding service-level agreements.**

**Certification in customer service or** HR** related fields is a plus.**

**Key Skills and Attributes**:
**Exceptional interpersonal and**critical thinking**skills.**

**Ability to work in a dynamic, fast-paced environment.**

**High attention to detail**with problem solving skills**and a customer-centric approach.**

**Flexibility to work across shifts to cater to a global customer base.**

**A strong sense** of ownership with a continuous improvement mindset.**

**High attention to detail and a deeply customer-centric approach.**

**_Job_**_Process Associate_

**_ Primary Location_**_India-Gurugram_

**_ Schedule_**_Full-time_

**_ Education Level_**_Master's / Equivalent_

**_ Job Posting_**_Jun 24, 2025, 6:42:45 AM_

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