Opportunity brief
Genpact is hiring for the role of Customer Care Associate!
Responsibilities of the Candidate:
- Handle incoming customer queries via phone, email, chat, or social media. - Provide accurate and timely information to customers regarding products, services, or policies. - Resolve customer complaints efficiently and escalate issues when necessary. - Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery. - Maintain documentation and update customer records accurately in the CRM or relevant databases. - Analyze customer problems and provide appropriate solutions or alternatives. - Coordinate with other departments like technical support, billing, or logistics for issue resolution. - Ensure high-quality customer interactions by adhering to quality standards. - Participate in training sessions and continuously improve knowledge of products and processes. - Accurately enter and maintain customer data. - Prepare reports on customer feedback, issues, and service efficiency. - Identify opportunities to upsell or cross-sell products or services. - Foster positive relationships with customers to enhance customer loyalty. - Gather customer feedback and relay it to relevant teams for product or process improvement. - Suggest improvements in customer service processes based on customer interactions.
Requirements:
Qualifications:
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Bachelors - Business Administration
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Bachelors - Communication
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Bachelors - Hospitality Management
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Bachelors - Information Technology
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Bachelors - Marketing
Certifications:
- Certified Customer Service Representative (CCSR) - TransmanTransman - Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning -
ITIL Foundation - AxelosAxelos
- Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources - Supply Chain Design Certification - LinkedIn Learning LinkedIn Learning
Required Skills:
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Account Maintenance
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Banking Capital Markets
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Claims Resolution
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Customer Care
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Customer Experience (CX)
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Customer Journey Mapping
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