Job
Description
Ready to shape the future of work? At Genpact, we don't just adapt to change we drive it. AIand digital innovation are redefining industries and were leading the charge.Genpacts AI Gigafactory, our industry-first accelerator, is an example of howwere scaling advanced technology solutions to help global enterprises worksmarter, grow faster, and transform at scale. From large-scale models toagentic AI, our breakthrough solutions tackle companies most complexchallenges. If you thrive in a fast-moving, tech-driven environment,love solving real-world problems, and want to be part of a team thats shapingthe future, this is your moment Genpact (NYSE: G) is an advanced technologyservices and solutions company that delivers lasting value for leadingenterprises globally. Through our deep business knowledge, operationalexcellence, and cutting-edge solutions we help companies across industries getahead and stay ahead. Powered by curiosity, courage, and innovation , ourteams implement data, technology, and AI to create tomorrow, today. We are inviting applications for the role of Analyst/Process associate/Process Developer- Customer Interaction (Helpdesk) Responsibilities As a Customer Interaction Centre Associate, you will: Employee Support and Query Resolution : Serve as the first point of contact for customer queries via multiple channels, including phone, email, and chat. 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. Case Management : Manage cases using a case management tool, ensuring timely updates and resolution. Track and monitor service requests against established SLAs and follow up for resolution as required. Documentation and Reporting : Maintain accurate records of customer interactions and transactions. Generate daily/weekly/monthly reports and share insights with stakeholders. Process Adherence and Improvement : Follow standard operating procedures and contribute to process standardization. Collaborate with quality teams to identify improvement opportunities and implement best practices. Qualifications Minimum Requirements: Bachelor’s degree or equivalent education. Relevant years of experience in a customer service/contact center role. Strong verbal and written communication skills. Proficiency in case management tools like ServiceNow Demonstrated ability to manage high-volume workloads efficiently. Come join the tech shapers and growth makers at Genpact andtake your career in the only direction that matters: Up. Lets build tomorrow together. Why join Genpact? Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation Make an impact Drive change for global enterprises and solve business challenges that matter Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities Work with the best Join 140,000+ bold thinkers and problem-solvers who push boundaries every day Thrive in a values-driven culture Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Lets build tomorrow together. 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. 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.
