With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the worlds biggest brandsand we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. Were harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, were calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
Roles and Responsibilities
Provides excellent Customer Service
• Monitoring on daily basis the staff performance and ensures meeting their individual objectives and perform to establishstandards;
• Recognize and reward individual and team levelachievements;
• Customer relationship management in a remote type ofoperation;
• Ensure Key Performance Indicators are met with the pre-defined objectives in the various MSA
/ SOWdocuments;
• Minimize Customer issues and concernsproactively;
• Build strong communication and close working relationship with the key stakeholders at
Customersite;
• Identify and drive process improvement opportunities, projects aligned with business
initiatives and customerneeds;
• Identify training, coaching opportunities and needs for all teammembers;
• Ensure the full understanding of the existing company policies amongemployees;
• Ensure understanding of the company’s disciplinary process, implement as and
whenrequired;
• Manage effectively multiple and conflictingpriorities;
• Attend meetings and present performance indicators on internal operationalreviews;
• Drive standardization and productivity improvement within theteam;
• Share best practices acrossteams;
• Improve processcapability;
• Attend meetings, give presentations and participate in projects in order to ensure smooth
introduction of changes and satisfactory resolution ofproblems;
• Supervision of team performance coach, support andappraise;
• Act as point of contact for all process/people relatedescalations;
Other responsibilities
Successfully graduating the training plan attached to the position and thetasks;
Training other team members regarding the daily tasks whenever necessary and requested by themanager;
Updating the working proceduresperiodically.
Preferred Qualifications
• Relevant years ofexperience in Customer Service/Order Management
• Organized personality with attention to details, able to work simultaneously on differenttasks;
• Ability to handle client on one-on-one basis, via e-mails andcalls;
• Good interpersonal and people/ teamskills;
• Demonstrated problem solvingskills;
• Strong oral and written communication skills ability to interact at all organizationallevels;
• Ability to work and actindependently;
Desired Candidate Profile
Any Graduate with Good writing and Speaking command over English
Candidate Flexible with Shift timings
Candidate Flexible working with working Days.
Interested candidates can share updated resume at manvika.singhal@genpact.com
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