Technical Associate - ICC Agent

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 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
. Bachelor&rsquos 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.

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.