Process Developer Customer Care Chat – Premium Support

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI 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 thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Sr Process Associate/Process Developer Customer Care / Chat Premium Support!
The candidate should have good communication and should be good in handling customers. Also should have technical knowledge on basic computers and basic programming language. Should know about sales as the process handles both sales & technical issues.
Responsibilities
Handle multiple chats at the same time (3 Active Chats simultaneously)
Respond to the customer queries & issues in timely manner
Provide solution to the customer basis the available help articles and within the policies
Replicate customers issue and report necessary bugs/suggestions/ideas
Provide excellent services to the customers
Work closely with internal departments to provide the required information/support to the customer
Support Eng team in sharing insights
Responsible to showcase proven work ethic with the ability to work well both independently and within the context of a larger collaborative environment
Maintain a deep understanding of client process and policies
Upskill to enhance the knowledge from time to time and offer support

Qualifications we seek in you!
Minimum Qualifications
Graduation in any discipline (Pref or any other tech/non-tech degree with computer course/certification/diploma)
Call Centre Experience of customer support experience via phone email and chat
Experience working with direct consumers in B2C environment; B2B is a distinct advantage
Professional customer service skills: solutions mindset helping nature passion for the customer and the customer experience
Must possess knowledge of Email Clients & Basics of Internet Technology (Websites Domains Hosting Browsers Security etc.)
Relevant experience in Customer Support through Phone and good in basic technical skills & Sales techniques
Preferred Qualifications/ Skills
Effective probing skills and analyzing / understanding skills
Analytical skills with customer centric approach
Excellent proficiency with written English and with neutral English accent
You should be able to work on a flexible schedule (including weekend shift)
Should be C1 proficiency across English & Hindi Language
Must have excellent written and verbal communications skills
Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously)
Strong communication skills with a proactive and positive approach to tasks
High attention to details and follow through
Professional customer service skills: solutions mindset helping nature passion for the customer and the customer experience
Proven ability to deal with problems and solve them effectively

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 140000 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.