- Role: International Voice Process
- Location: Gurugram
- Company: Genpact
- Salary: Not Disclosed
- Qualifications: Any Graduate or Postgraduate
- Experience: 0-5 Years
- Employment Type: Full Time, Permanent
Job Description: International Voice Process
Genpact is hiring for an International Voice Process role in Gurugram. This role includes turning in wonderful customer service through telephone and written conversation, dealing with dealer inquiries, and escalating unresolved troubles. Responsibilities consist of monitoring and helping sellers, troubleshooting technical issues, updating knowledge bases, and producing reviews. Candidates need to have robust organizational and communication abilties, talent in MS Office, and the potential to deal with patron interactions professionally. Experience in a comparable position is preferred. This full-time function involves nighttime shifts.
Company Overview:
Genpact, listed at the New York Stock Exchange (NYSE: G), is a multinational corporation that gives you services and solutions designed to assist agencies adapt to an ever-evolving digital landscape. The business enterprise boasts over a hundred twenty-five,000 employees throughout more than 30 countries, and it works with some of the world’s largest firms, together with numerous Fortune Global 500 businesses. The organization’s challenge is “the relentless pursuit of an international that works better for humans,” and it leverages an understanding of enterprise system control, virtual operations, generation, and artificial intelligence (AI) to force transformation for its customers.
The corporation emphasizes a robust culture based on curiosity, innovation, and a dedication to developing lasting prices. Genpact additionally maintains a robust cognizance of diversity and inclusion, offering the same employment opportunities regardless of race, gender, or different blanketed traits.
International Voice Process Key obligations:
- Providing high-quality customer service: Addressing dealer inquiries and presenting information through voice or written communication.
- Escalation of problems: Escalating customer tickets that can not be resolved through the Contact Center to appropriate business areas.
- Professional verbal exchange: Maintaining proper grammar and spelling in all written correspondence, and professionally engaging with customers.
- Time management: Effectively the usage of time management capabilities to satisfy productivity expectations.
- Monitoring operations: Keeping track of metrics like agent auxiliary times, addressing troubles as needed, and notifying managers of their traits.
- Agent help: Assisting dealers in the course of top times, handling escalated calls, tracking group chats, and providing on-the-ground help whilst required.
- Troubleshooting: Using technical understanding to deal with escalated tickets, rerouted inquiries, and machine troubles.
- Knowledge control: Maintaining and updating the business enterprise’s Knowledge Base through reviewing escalated instances and contributing new data whilst wanted.
- Forecasting and reporting: Monitoring call volumes and forecasting future demands, whilst producing and sharing weekly reviews with management.
Qualifications and Skills:
Minimum Qualifications:
- Organizational and Time Management Skills: The potential to manipulate multiple tasks efficiently and promptly is essential.
- MS Excel Proficiency: Experience in entering data into Excel spreadsheets and trendy running know-how of MS Office and other software program packages.
- Effective Communication: Strong written and verbal conversation capabilities, with an emphasis on being able to carry problems or queries to supervisors correctly.
- Computer Proficiency: The potential to use computers for statistics access, processing records, and as a conversation device with both inner and outside stakeholders.
Preferred Qualifications:
- Technical Knowledge: Staying up to date with new technology and applying it to enhance job performance.
- Problem-Solving Skills: The potential to examine, recognize, and practice relevant data to remedy client problems.
- Customer Service Orientation: Demonstrating amazing customer support abilities in all interactions, whether or not man or woman, over the cellphone, or via e-mail.
- Clear Communication: The ability to in reality talk complicated ideas in a way that’s without problems comprehensible by way of others, each verbally and in writing.
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