PD - Customer Care (Non Voice)

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 Developer, Customer Service

Responsibilities

• 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

• 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

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. 

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.