PD - Customer Care
1 month ago
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 Developer - 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.
-
PD - Customer Care
1 month ago
gurugram, India Genpact Full timeGenpact (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 –...
-
Customer Care Executive
1 month ago
gurugram, India AVN CONSULTANCY Full timeWe are looking for a qualified Customer Care Executive to manage a team of representatives who will offer excellent customer service and after-sales support. You will create policies and procedures and oversee the customer service provided by the team. The Customer Support Executive will be responsible for the selection of staff in the hiring process and...
-
PD-Contact Centre
7 hours ago
gurugram, India Genpact Full timeWith a startup spirit and 115,000+ 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...
-
PD-Contact Centre
22 hours ago
Gurugram, India Genpact Full timeWith a startup spirit and 115,000+ 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...
-
Customer Care Specialist
1 week ago
Gurugram, India NIIT Limited Full timeDesignation: Customer Care Specialist (US process)Job Location- Gurugram, Work from Office mode onlyRoles and Responsibilities of a Customer Care Specialist · Customer Service through calls· Ensure timely and accurate service delivery at defined productivity levels· Build client & domain knowledge to be able to deliver a resolution on the first...
-
Customer Care Specialist
7 days ago
Gurugram, India NIIT Limited Full timeDesignation: Customer Care Specialist (US process)Job Location- Gurugram, Work from Office mode onlyRoles and Responsibilities of a Customer Care Specialist · Customer Service through calls· Ensure timely and accurate service delivery at defined productivity levels· Build client & domain knowledge to be able to deliver a resolution on the first...
-
Customer Care Specialist
7 days ago
gurugram, India NIIT Limited Full timeDesignation: Customer Care Specialist (US process) Job Location- Gurugram, Work from Office mode only Roles and Responsibilities of a Customer Care Specialist · Customer Service through calls · Ensure timely and accurate service delivery at defined productivity levels · Build client & domain knowledge to be able to deliver a resolution on the first...
-
Customer Care Executive
1 month ago
Gurugram, Haryana, India TALENT FUTURE SERVICES Full time*Hiring for (customer care + upselling)* *Location Gurgaon udyog vihar* *Salary for freshers 22k CTC 17k in hand plus incentives* *Salary for experience 25k CTC 21k in hand plus incentives* *Face to face interview* *6 days working* *Day shifts* *Age limit 30* *Must have excellent English* *Qualification any ug or...
-
Customer Care Executive
6 days ago
Gurugram, Haryana, India MRL DAIRY PVT. LTD. Full timeCommunication skills should be good, speaking and communication through messages should be very good, executive will attend the calls and perform other work related to customer care. Pay: ₹18,000.00 per month Schedule: - Day shift - Fixed shift **Education**: - Higher Secondary(12th Pass) (preferred) **Experience**: - Customer service: 1 year...
-
Customer Care Executive
6 days ago
Gurugram, Haryana, India MRL DAIRY PVT. LTD. Full timeCommunication skills should be good, speaking and communication through messages should be very good, executive will attend the calls and perform other work related to customer care. Pay: ₹18,000.00 per month Schedule: - Day shift - Fixed shift **Education**: - Higher Secondary(12th Pass) (preferred) **Experience**: - total work: 1 year (required) -...
-
Customer Service Executive
4 weeks ago
Gurugram, Haryana, India Aries Care Consulting Full timemust have Excellent Communication Skills - must have experience in the same field - min 1 year customer care exp **Salary**: ₹10,000.00 - ₹21,000.00 per month **Benefits**: - Health insurance - Paid sick time - Paid time off - Provident Fund Schedule: - Day shift **Education**: - Bachelor's (preferred) **Experience**: - total work: 1 year...
-
Customer Care Executive
4 weeks ago
Gurugram, Haryana, India National Placement Full time**Position**:Customer Care Executive **Experience**: Minimum 1 year to Maximum 2 Years, plus point if resource will be from eyewear retail industry. **Salary**:20,000 to 30,000 INR per month CTC - Immediate Joiners will be plus. - Willingness to provide great customer service - Ability to learn about products and services and describe/explain them to...
-
Customer Care Executive
1 month ago
Gurugram, Haryana, India The Curious Staffing Full time**JOB DESCRIPTION** - Looking For Customer Care Executive - Graduation Mandatory - Excellent / Fluent communication needed - 5 Days of working - Rotational shift - Rotational Week off - Salary - 25k CTC to 33KCTC **Job Types**: Full-time, Permanent **Salary**: ₹25,000.00 - ₹33,000.00 per month **Benefits**: - Provident Fund Schedule: - Rotational...
-
Customer Care Executive
4 weeks ago
Gurugram, Haryana, India Nation Wide Consultancy Full timeJob Profile: - Customer Care Executive Process: - Real Me Qualification: - +2 and Graduation Shift Timing: - 9am-6am Location;-Sector 18,Gurugram WORK FROM OFFICE ONLY **Salary**: ₹15,000.00 - ₹22,000.00 per month **Benefits**: - Provident Fund Schedule: - Day shift - Morning shift **Education**: - Higher Secondary(12th Pass)...
-
Customer Care Executive
1 month ago
Gurugram, Haryana, India One Clickk Solution Full timeHiring for customer care representative Location - Gurgaon sector 18 Salary - 19kctc Good communication skill. Fresher/ Experience both can apply. Immediate joiner. Relocation bonus upto 10,000 Ticket reimbursement upto 700 **Job Types**: Full-time, Regular / Permanent, Fresher **Salary**: ₹19,000.00 per month Schedule: - Day shift - Morning...
-
Customer Care Executive
1 month ago
Gurugram, Haryana, India Home First Smart Solutions Full timeAs a Customer care Executive, you will be responsible for managing customer interactions, handling their queries, providing on-line demo/support. Also helpin promoting and generating sales leads through social media platforms and supporting sales and marketing team. **Job Types**: Full-time, Permanent **Salary**: ₹12,000.00 - ₹15,000.00 per...
-
Customer Care Associate
1 month ago
Gurugram, Haryana, India Growing Stars Full time**Role**: Customer Care Associate Locations: Gurugram Type: Full Time **Salary**: 25K to 30K CTC Shifts: Rotational Shifts Process: Domestic/International **Job Roles & Responsibilities:** - To escalate the queries of the client via Call, Phone Chat, Mail. - Resolve the customer issue for International Client. - To provide the best resolution to the...
-
Customer Care Representative
1 month ago
Gurugram, Haryana, India Job dunia Full timeHiring for customer care executive Fresher also eligible with graduation If experience then under graduate also eligible **Salary**: Voice: FIS Voice: Monthly CTC - 31822 + 18000 PLI - in hand 26900 System will be provide by company Rotational week off 5 day working **Interview round** Hr round Amcat Operation round **Job Types**: Full-time, Regular /...
-
Customer Care Executive
1 month ago
Gurugram, Haryana, India HR Security India Pvt Ltd Full time**Responsibilities** - Providing exceptional customer service by addressing customer concerns, resolving issues, and ensuring customer satisfaction. - Handling customer complaints and escalating issues as needed to ensure timely resolution. - Maintaining accurate records of customer interactions and transactions. - Collaborating with other team members to...
-
Customer Care Agent
4 weeks ago
Gurugram, Haryana, India Connect Galaxy Full time_**We are Hiring!!!**_ **Designation**: Customer Care Executive **Language**: - Marathi & English - Kannada & English - Telugu & English - Tamil & English **Salary**: Depend on Process 6 days working & fixed day shift **Qualification** : Graduate/ Undergraduate Work from office No cab facility **Location**: Gurgaon, Haryana. **Roles and...