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GenpactEmployer profile

Process Developer - Customer Service - Escalation Specialist-HIG018540

Location not specified · Experience not specified

Experience
Experience not specified
Salary
Not disclosed
Location
Location not specified
Work mode
Not specified
Job type
Full-time
Apply by
Closing date not listed
Posted
12 Jan 30

About this role

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Process Associate or Developer, Customer Service - Escalation Specialist

Escalation specialist is responsible to handle high end escalations from customer or client.

Responsibilities

  • Serve as a trusted advisor and resource for the team, offering expert guidance on complex issues and challenges.
  • Able to connect the dots between scenarios, processes, past escalations and advise Product Support Manager (PSM)
  • Directly respond to and handle stakeholder queries
  • Should be able to debug critical transactional issues with the help of relevant tools
  • Display high level of ownership and accountability to formulate best course of action
  • Execute process changes to resolve similar issue for all users
  • Take accountability to follow up with quality / internal teams to close RCA
  • Ensure process gaps are identified and closed
  • Maintains regular reporting & metrics monitoring cadences

Qualifications we seek in you!

Minimum Qualifications/ Skills

  • Bachelor's degree (Any)
  • Very high comprehension skills
  • Top-notch Verbal & written communication skills
  • Good knowledge of the competitive space / other players like PayTM, PhonePe, BHIM UPI, Amazon Pay, etc.
  • Must have technical knowledge to navigate through Payments specific terminologies
  • Must come across as polished in front of leadership
  • Must be able to comprehensively consume and empathetically respond to user issue.
  • Must be confident enough to directly respond to emails

Preferred Qualifications/ Skills

  • Experience in supporting Tech/ Semi Tech processes (preferred)
  • Demonstrate capacity or critical thinking and analysis
  • Able to work effectively under pressure and manage multiple projects simultaneously

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.

Job

Process Developer

Primary Location

India-Ahmedabad

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Jul 24, 2024, 9:22:02 AM

Unposting Date

Aug 23, 2024, 1:29:00 PM

Master Skills List

Operations

Job Category

Full Time

Skills

Production
Process Developer - Customer Service - Escalation Specialist-HIG018540Not disclosed