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 Associate, Customer Care!

In this role, agents will make sure to give correct resolution while maintaining respect and professionalism to customers.

Responsibilities

Provide prompt, accurate and courteous responses to customers
Display active listening and superior customer service skills
Achieve KPI as required by the business such as CSAT, Quality and schedule adherence
Maintain high level of product knowledge and customer centricity
Ensure confidentiality and security of customer data

Qualifications we seek in you!

Minimum Qualifications / Skills

At least High Graduate
Dual Language Proficiency – English and Cantonese
All Agents performing the Services here under have either a high school diploma or higher qualification.
Must meet and maintain the required language proficiency requirements

Preferred Qualifications/ Skills

Willing to work different shifts including night, weekend schedules and overtime
Ability to work in a fast-paced and high-volume service center
Must possess verbal and written communication skills as per the required and agreed levels of proficiency
Have a confident and courteous voice tone with strong customer service orientation
Ability to handle irate customer situations effectively and empathize with customer
Ability to apply a logical problem-solving approach to resolving customer problems and inquiries
Ability to deliver information at customer’s knowledge level in a comprehensible manner
Strong interpersonal skills and ability to think independently and follow through effectively
Confident with computer systems, internet, browser and basic software
Dependable, with proficient attention to detail
Must possess superior listening skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
Must possess procedure driven judgment to find the best solution to an issue
Must be goal-oriented
Must successfully pass background checks as allowed by local laws

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. Get to know us at genpact.com and on LinkedIn, X, YouTube and Facebook.

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.

Cantonese Bilingual Customer Service Representative

About Genpact PH