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. We are inviting applications for the role of Customer Interaction (HR Helpdesk) - Analyst/Process Associate/Process Developer Responsibilities As a Customer Interaction Centre Associate, you will: Employee Support, Query Resolution and Experience Management : Serve as the first point of contact for employee queries via multiple channels, including phone, email, and chat. Provide empathetic, timely, and personalized responses to employees and people leaders, ensuring a positive employee experience. Cultivate a strong service mindset and help-oriented culture that supports employees throughout their journey. Proactively manage employee expectations, ensuring clarity and transparency in communication. Resolve issues proactively at Tier 1 support level, ensuring high customer satisfaction. Escalate unresolved or complex queries to Tier 2 or appropriate departments while ensuring seamless communication. End to end Case Ownership : Manage cases using a case management tool, ensuring timely updates and resolution from initiation to closure. Act as the single point of contact for employees throughout the case lifecycle, even when coordination with other teams or functions is required. Navigate complex queries by identifying the relevant HR processes and policies that apply to unique scenarios, and communicating solutions clearly. Escalate issues only when necessary while maintaining responsibility for follow-up and final resolution. Track and monitor service requests against established SLAs and follow up for resolution as required. Documentation and Reporting : Maintain accurate and detailed records of employee interactions and transactions. Process Adherence and Continuous Improvement : Follow standard operating procedures and drive process consistency and improvement. Partner with quality teams to identify enhancement opportunities and support implementation of best practices. Qualifications Minimum Requirements: Bachelor&rsquos degree or equivalent education. Relevant years of experience in an HR Helpdesk, HR Contact Center, or Shared Services environment in a customer service/contact center role. Strong verbal and written communication skills. Proficiency in case management tools like ServiceNow Strong analytical and problem-solving abilities capable of diagnosing policy applicability in varied employee scenarios and communicating it effectively. Demonstrated ability to manage high-volume workloads efficiently. Preferred Qualifications: Experience in a shared service environment or customer-facing role. Knowledge of case management tools (e.g., ServiceNow HRSD) and HCM platforms such as SuccessFactors. Proven track record of meeting or exceeding service-level agreements. Certification in customer service or HR related fields is a plus. Key Skills and Attributes: Exceptional interpersonal and critical thinking skills. Ability to work in a dynamic, fast-paced environment. High attention to detail with problem solving skills and a customer-centric approach. Flexibility to work across shifts to cater to a global customer base. A strong sense of ownership with a continuous improvement mindset. High attention to detail and a deeply customer-centric approach. 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 respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on , Facebook, LinkedIn, and YouTube. 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.
