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.
Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
Actively seek solutions through logical reasoning
Demonstrates strong problem-solving capabilities and assist 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 inquires 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.

Qualifications we seek in you!

Minimum qualifications

Diploma/Advanced/Higher/Graduate Diploma in any field.
Some degree of further education/college
Candidate with experience in service support/related field, minimum 6 months
Must be able to commit to 24 X 7 rotating shift
Must be able to work on weekends and public holidays
Required Skills
- Exceptional Communication: Excellent written and verbal communication skills, with ability to articulate complex ideas clearly and concisely.
- Collaborative Mindset: Proven ability to work effectively in teams, fostering open communication, active listening and constructive feedback.
- Analytical Thinking: Strong critical thinking and problem-solving skills, with capacity to analyze complex information/data, identify patterns and draw informed conclusions.
Technical Expertise
- Troubleshooting: Proven experience with debugging and troubleshooting techniques, with ability to diagnose and resolve complex technical issues.
- Root Cause Analysis: Skilled in analyzing complex technical problems, identifying root causes and implementing effective solutions.
- Technical Proficiency: Strong technical skills, with in-depth knowledge of relevant technologies, systems and tools.
Professional Experience
- Service Support Experience: Proven track record of success in service support or related fields, with demonstrated ability to resolve customer issues and improve overall service quality.
- C1 English

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 issue understanding
Location: BGC-onsite

Non-voice- Customer Service Representative

About Genpact PH