Process Developer

Gurgaon, Haryana
Permanent
Full-time

9 days ago

Ready to shape the future of work?At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s , our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and .Inviting applications for the role of Process Associate/Process Developer, Contact Centre!Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email, Backoffice & Social Media. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing card replacements, Disputes or Transaction issues. Use appropriate escalation channels for any customer escalations or deadlock situations.ResponsibilitiesProvides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.Processes a high volume of consumer inquiries of products and services and resolves a targeted percentage of those inquiries.Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.Updates customer information and ensures accurate entry of contact information.Meets standards of job, such as quality standards, adherence to schedule and average handle time.May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.Other related duties assigned as needed.Qualifications we seek in you!Minimum QualificationsHigh school diploma or GEDPreferred Qualifications/ SkillsKnowledge of the company’s products, services and business operations to enable resolution of customer inquiriesExcellent customer service skills that build high levels of customer satisfactionExcellent verbal and written communication skillsComputer navigation and operation skillsDemonstrates effective people skills and sensitivities when dealing with othersAbility to work both independently and in a team environmentWhy join Genpact?Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovationMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career – Get hands-on experience, mentorship, and continuous learning opportunitiesWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s 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.

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