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 Associate - Trust and Safety

In this role, you will support customers in English via Chat, email, and other support tools.

Responsibilities

• Provides prompt and efficient service to the client including the appropriate escalation of any issues.
• Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
• Actively seek solutions through logical reasoning
• Demonstrates strong problem-solving capabilities and assist customers in case of any issues.
• Serve as an advocate for the user community.
• Become and remain knowledgeable about products and community standards.
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy
• Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content.
• Identify inefficiencies in workflows and suggest solutions.
• Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site.
• Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
• Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support testing.
• Open-ended content labeling, trend identification, and trend sizing. Interpret text and create categories and sub-categories into which to thematically bucket text. Size volume of reports categorized into each bucket.
• ML model training. Interpret text and select which category a text falls into from a drop down.
• Classification accuracy assessments. Interpret text and determine whether the category/label used to describe the text is the best fit. If it is not the best fit, reassign to a new category.

In the context of this role, individuals may be exposed to explicit content and will need a level of resilience and maturity. Our employees’ well-being, health, and safety will be taken care and we will ensure the necessary support and resources be made available to fulfill the responsibilities of the role.

Qualifications we seek in you

Minimum qualifications
• Diploma/Advanced/Higher/Graduate Diploma in any field.
• Some degree of further education/college
• Effective, clear, and professional written communication in English to support clients (Read and write grammatically correct sentences) via Chat, Email, and other support tools
• Fresh graduate or candidate with experience in service support/related field
• Must be able to commit to 24 X 7 rotating shift
• Must be able to work on weekends and public holidays
• Flexibility to take on multiple tasks, problem-solving/critical thinking skills
• Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy
• Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.

Preferred qualifications and skills
• Preferably with technical services support experience
• English proficiency/reading comprehension
• Communication (written / insights synthesis and reporting in a presentation)
• Decision making / critical thinking
• Analytical skill (trend and insight identification and sizing)
• Product and technical issue understanding
• BA/BS in technical discipline or equivalent experience
• Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, or any similar in-house localization tools and platform that manages and/or automates the translation workflow.
• Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility
• Engineering and/or hands-on programming experience

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.