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 AM, Customer Service – Technical Support
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
• Candidate should have 2-3 years of team management experience.
• 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.
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 www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.