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

Responsibilities

• Receive and respond to customer calls, emails and chats; capture and verify required information
• Maintain Email, Phone and Ticket response times in accordance with SLAs
• Resolve customer issues and concerns in a professional and efficient manner.
• Escalate complex issues to higher levels of support when necessary.
• Maintain accurate records of customer interactions and resolutions.
• Stay up to date with product and service offerings to provide accurate information to customers.
• Contribute to the development of chat support processes and procedures.
• Meet or exceed established performance metrics, such as response time and customer satisfaction
• Meet or exceed quality assurance targets
• Effective Client Account Management to drive client advocacy
Qualifications we seek in you
Minimum Qualifications
• High School or Senior High School Graduate
• Customer service experience, preferably in a chat support role
• Strong numeracy and communication (both oral and written) skills
• Strong problem-solving skills
• Ability to work in a fast-paced environment and handle a high volume of customer inquiries.
• Strong attention to detail and ability to maintain accurate records. - Positive and professional attitude
• Flexible schedule, including evenings and weekends.

Preferred Qualifications/ Skills
• Mortgage Lending Experience
• Communication (written / insights synthesis and reporting in a presentation)
• Decision making / critical thinking.
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.