Process Developer

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.

We are inviting applications for the role of Analyst/Process associate/Process Developer- Customer Interaction (Helpdesk)

Responsibilities

As a Customer Interaction Centre Associate, you will:

• Employee Support and Query Resolution :
• Serve as the first point of contact for customer queries via multiple channels, including phone, email, and chat.
• Resolve issues proactively at Tier 1 support level, ensuring high customer satisfaction.
• Escalate unresolved or complex queries to Tier 2 or appropriate departments while ensuring seamless communication.
• Case Management :
• Manage cases using a case management tool, ensuring timely updates and resolution.
• Track and monitor service requests against established SLAs and follow up for resolution as required.
• Documentation and Reporting :
• Maintain accurate records of customer interactions and transactions.
• Generate daily/weekly/monthly reports and share insights with stakeholders.
• Process Adherence and Improvement :
• Follow standard operating procedures and contribute to process standardization.
• Collaborate with quality teams to identify improvement opportunities and implement best practices.
• Cross-Functional Collaboration :
• Coordinate with internal teams and third-party vendors to ensure issue resolution.
• Support onboarding and training initiatives for new team members, as needed.

Qualifications

Minimum Requirements:

• Bachelor’s degree or equivalent education.
• Relevant years of experience in a customer service/contact center role.
• Strong verbal and written communication skills.
• Proficiency in case management tools like ServiceNow
• Demonstrated ability to manage high-volume workloads efficiently.

Preferred Qualifications:

• Experience in a shared service environment or customer-facing role.
• Knowledge of CRM platforms or customer service tools.
• Proven track record of meeting or exceeding service-level agreements.
• Certification in customer service or related fields is a plus.

Key Skills and Attributes:

• Exceptional interpersonal and problem-solving skills.
• Ability to work in a dynamic, fast-paced environment.
• High attention to detail and a customer-centric approach.
• Flexibility to work across shifts to cater to a global customer base.