Process Developer Customer Care

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 Process Developer/Management Trainee- Customer Care
This position involves managing inbound calls from our premium North American customer base. You will be responsible for delivering top-tier customer service aiming for first-call resolution and exceeding customer expectations. Success in this role requires strong logical reasoning effective problem-solving techniques and the ability to establish a positive connection with customers through engaging addition to direct customer interaction you will also contribute to departmental initiatives by participating in projects and generating reports as required.

Responsibilities
Answering phone calls in the languages mentioned with a nice controlled voice on a priority established by the team leader.
Able to sense other peoples emotions and provide the answer or support based on their needs.
Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.
Identify and assess customers needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate valid and complete information by using the right methods/tools
Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Follow communication procedures guidelines and policies
Take the extra mile to engage customers
Being able to communicate effectively both verbally and in writing.
Able to sense other peoples emotions and provide the answer or support based on their needs.
Easy adjust to changing scenarios regarding ways of working.
Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.
Receiving and placing customer orders for the in-scope products/services (leasing credit bank accounts);
Customer service through electronic channels.
Projecting a positive image of the company and brand.
Implementing changes using your creativity and focus on process improvement.
Correct and complete documentation of all customer interactions. Having a good know-how of the entire process.
Using time effectively and prioritize the daily tasks accordingly.
Sharing with all team members any relevant knowledge obtained through customer interactions.
Attending training sessions.
Arranging working schedules with colleagues flexibly according to business needs.
Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.
Providing assistance to new colleagues whenever possible.
Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date
Able to use tools such excel word PowerPoint - as per the business and process requirements.

Qualifications we seek in you!
Minimum Qualifications / Skills
Minimum 18 months of experience in customer service voice role
Customer Obsessed Mindset Delivering FCR on interactions with customers
Demonstrated ability to conduct research work independently and make decisions with little or no guidance within the ambit of workflow/procedure
Adaptability to learn new processes concepts and skills and an eye for detail
Strong communication both written and verbal English skills
Strong interpersonal skills with the ability to communicate transactional issues correctly and clearly to both internal and external customers
Keen attention to detail & risk identification
Ability to effectively manage time and individually prioritize multiple tasks of competing priority
Ability to maintain high levels of confidentiality and data security standards

Mandate Qualifications/ Skills
Bachelors Degree Mandatory
Problem Solving
Relevant work experience at a financial institution
Demonstrates sound decision making
Ability to work in a dynamic fast paced environment
Strong attention to detail
Ability to work independently and in a group setting
Adaptable to change

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.