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Genpact

Compare

3.9

based on 30.6k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

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Top Rated IT/ITES Company - 2024

2084 Genpact Jobs

MT - Customer Care Professional

Headstrong (GENPACT)

3.9

based on 30.6k Reviews

0-4 years

Hyderabad / Secunderabad

1 vacancy

MT - Customer Care Professional

Genpact

posted 9d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Logistics Supply Chain Management Customer Support Project Management CRM

+ 2 more

Job Description

Work through proactive and reactive list of customers to gather customer health, usage and risk indicators and create a Customer Success Package to hand off to Customer Success Managers and continue to support through iterative or updates of data as needed

Work along with Customers Success Mangers via email and chat (60% email / 40% chat)

Gather data and assess overall service health for assigned customer accounts to provide to a Customers Success Manager

Leverage key data sets, reports, and dashboards to understand customer trends, visualize risk, and partner with internal stakeholders to mitigate

Build customer profiles for adoption and continued value realization and monitor usage trends

Review customer accounts and understand the potential negative impacts of downtime/bugs/slowness

Continually and proactively share best practices and thought leadership

Identify upsell and cross sell opportunities and partners closely with Account Support Director

Ensure assigned customers are happy and referenceable accounts willing to speak on our behalf

Performance measured by Customer Satisfaction Score (CSAT), First Response Time, Email Response time, Ticket Resolution, and CRM activity and accuracy

Qualifications we seek in you Minimum Qualifications / Skills

B1/B2 level English for band 5A C1 for band 5B

Minimum Qualifications / Skills

Prior experience in a Customer Support or familiarity with invoicing and project management software is a plus.

Preferred to have some Supply Chain Have industry knowledge and / or product suite(s), for example Logistics, Global Trade Management, Supply etc.

Willingness to using help desk software and remote support tools, Intercom CRM experience a plus

Excellent verbal and written communication and problem-solving skills.

Adaptability and flexibility with the ability to multitask, prioritize, and manage time effectively.

Engaging with customers and providing empathy, patience, and rapport building

Strong organizational skills, attention to detail, time management and organizational skills

Troubleshooting skills, either basic or advanced, depending on the role and industry

Employment Type: Full Time, Permanent

Read full job description

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What people at Genpact are saying

What Genpact employees are saying about work life

based on 30.6k employees

61%

84%

70%

58%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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Genpact Hyderabad / Secunderabad Office Locations

View all

Hyderabad / Secunderabad (3)

Hyderabad Office

Hyderabad-Gachibowli SEZ: 3rd & 4th Floor, Block 2 DLF Cyber city, Plot No. 129-132, Opp. A.P.H.B. Colony, Gachibowli, Hyderabad. Hyderabad
500019

Hyderabad Office

Hyderabad-Pocharam: GENPACT, 4th, 5th & 6th Floors, Building 8, Raheja Mind Space, Pocharam, Ranga Reddy, Secunderabad, Telangana. Hyderabad
500088