Overview
Job Description
Handle incoming customer queries via phone, email, chat, or social media. Provide accurate and timely information to customers regarding products, services, or policies. Resolve customer complaints efficiently and escalate issues when necessary.
Process Adherence
Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery. Maintain documentation and update customer records accurately in the CRM or relevant databases.
Issue Resolution
Analyze customer problems and provide appropriate solutions or alternatives. Coordinate with other departments like technical support, billing, or logistics for issue resolution.
Quality Assurance
Ensure high-quality customer interactions by adhering to quality standards. Participate in training sessions and continuously improve knowledge of products and processes.
Data Management
Accurately enter and maintain customer data. Prepare reports on customer feedback, issues, and service efficiency.
Customer Retention
Identify opportunities to upsell or cross-sell products or services. Foster positive relationships with customers to enhance customer loyalty.
Feedback and Improvement
Gather customer feedback and relay it to relevant teams for product or process improvement. Suggest improvements in customer service processes based on customer interactions.
Qualifications
- Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
Certifications
- Certified Customer Service Representative (CCSR) - Transman
- Certified Data Processor (CDP) - LinkedIn Learning
- ITIL Foundation - Axelos
- Professional Customer Service - SMG/KRC Poland Human Resources
- Supply Chain Design Certification - LinkedIn Learning
Required Skills
- Banking Capital Markets
- Customer Care
Language
English (Required) - Elementary (A2)
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Key Skills
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Education Requirements
- Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing
Eligible Batch Years
Genpact
Genpact is a global professional services firm that focuses on delivering digital transformation through process innovation and technology. Founded in 1997 as a business unit within General Electric, it became an independent company in 2005 and has since grown into a multinational corporation with a strong presence across industries such as banking, financial services, healthcare, manufacturing, and consumer goods. With over 100,000 employees operating in more than 30 countries, Genpact leverages data, analytics, AI, and design thinking to help clients streamline operations, enhance customer experiences, and drive business growth.
The company's mission is to help businesses make the right decisions through intelligent operations and digital solutions. Genpact is recognized for its expertise in business process management (BPM), consulting, and technology-enabled services, and has built a reputation for delivering measurable outcomes. Recent achievements include expanding its AI-driven platforms, strengthening partnerships with cloud providers, and being consistently ranked among top outsourcing and transformation service providers globally.
Company Details
Connect With Us
Websitegenpact.com