Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally.

Responsibilities

Provides prompt and efficient service to the client including the appropriate escalation of any issues.
Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance.
Actively seek solutions through logical reasoning
Demonstrates strong problem-solving capabilities and assists customers in case of any issues
Serve as an advocate for the user community
Become and remain knowledgeable about products and community standards
Strong interpersonal skills, verbal and written communication skills, and most importantly empathy
Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content
Identify inefficiencies in workflows and suggest solutions
Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site
Understand and remain up to date with client policies and guidelines; resolve inquiries according to defined policies and procedures.
Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing
Open-ended content labeling, trend identification, and trend sizing. Interpret text and create categories and sub-categories into which to thematically bucket text. Size volume of reports categorized into each bucket.
ML model training. Interpret text and select which category a text falls into from a drop down.
Classification accuracy assessments. Interpret text and determine whether the category/label used to describe the text is the best fit. If it is not the best fit, reassign to a new category.

In the context of this role, individuals may be exposed to explicit content and will need a level of resilience and maturity. Our employees’ well-being, health, and safety will be taken care and we will ensure the necessary support and resources be made available to fulfill the responsibilities of the role.

Qualifications we seek in you!

Minimum Qualifications

Diploma/Advanced/Higher/Graduate Diploma in any field.
Some degree of further education/college
Effective, clear, and professional written communication in English to support clients (Read and write grammatically correct sentences) via Chat, Email, and other support tools
Fresh graduate or candidate with experience in service support/related field
Must be able to commit to 24 X 7 rotating shift
Must be able to work on weekends and public holidays
Flexibility to take on multiple tasks, problem-solving/critical thinking skills
Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy
Work Location: BGC, Taguig City

Preferred qualifications and skills

Preferably with service support experience
English proficiency/reading comprehension
Communication (written / insights synthesis and reporting in a presentation)
Decision-making / critical thinking
Analytical skill (trend and insight identification and sizing)
Product and technical issues understanding
Tech background, especially those who are savvy with iOS, and Android; Basic understanding of programming languages.
Information Technology or Computer Science roles/work experience

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. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

We have so much in store for you!

• Monthly Basic Salary

• Monthly Rice Subsidy (Tax Exempt)

• Monthly Clothing Allowance (Tax Exempt)

• 10% Night differential for Probationary & 20% Night Differential Pay for full-time

• Performance-based monthly variable incentive (as much as Php 4,000/month)

• Performance-based annual salary increase

• 18 leaves per year upon confirmation

• 13th Month Pay

• Life and Accident Insurance for the employee

• SSS, Pag-Ibig, Philhealth

• Retirement Benefit Plan

• Health and Medical Insurance for the employee – with the option to enroll family member/s

Non-Voice Customer Service Representative

About Genpact PH