Technical Associate ICC Agent

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 11 days ago

Vacancies: 1 Vacancy

Job Summary

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. 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 innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible 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 Technical Associate - ICC Agent
In this role you will be responsible for handling customer inquiries providing support and resolving issues through various communication channels including phone email and chat. This role involves delivering a high level of customer service managing escalations and contributing to the continuous improvement of our contact center operations.

Responsibilities
Handle customer inquiries and support requests efficiently and professionally through phone email and chat.
Diagnose and resolve customer issues ensuring timely and effective solutions while maintaining a high level of customer satisfaction.
Manage and resolve escalated issues coordinating with other departments and teams to ensure a swift resolution.
Maintain accurate and detailed records of customer interactions issues and resolutions in the CRM system.
Share knowledge and best practices with team members to improve overall service quality and efficiency.
Monitor and meet key performance indicators (KPIs) related to response time resolution time and customer satisfaction.
Identify opportunities for improving customer service processes and contribute to the implementation of solutions.
Participate in training sessions to stay updated on product knowledge company policies and customer service techniques.

Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelors degree
Experience in a customer service or contact center role.
Proficiency in using CRM software and contact center technologies.
Strong typing and data entry skills.
Basic understanding of troubleshooting technical issues.
Preferred Qualifications/ Skills
Experience in specific industry or sector.
Multilingual skills.
Familiarity with ITIL or other customer service frameworks.
Excellent verbal and written communication skills.
Strong problem-solving and analytical abilities.
Ability to handle challenging situations with empathy and professionalism.
Strong organizational skills and attention to detail.
Ability to work both independently and as part of a team.
Customer-focused mindset with a commitment to delivering high-quality service.

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
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 140000 coders 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.

Required Experience: