Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally.

Responsibilities

• Assist our community and help resolve inquiries empathetically, accurately, and on time.
• Become and remain knowledgeable about Client’s products and community standards
• Make well-balanced decisions and personally driven to be an effective advocate for our community.
• Strong interpersonal skills, verbal and written communication skills, and most importantly empathy.
• Display a strong bias to doing what’s right for our community in supporting Client’s mission to #ShipLove.
• Investigate and resolve issues that are reported on the Client such as requests for account support and reports of potentially abusive content.
• Respond to user inquiries with high quality, speed, empathy and accuracy.
• Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users.
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.
• Enforce Client’s Terms of Use by carefully monitoring reports of abuse on the site.
• Review the reported content within agreed turnaround times and standards of quality.
• Identify inefficiencies in workflows and suggest solutions.
• Recognize trends and patterns and escalate issues outside the company policy to the global team.
• Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance.
• Actively seek solutions through logical reasoning
• Demonstrates strong problem-solving capabilities and assist customers in case of any issues
• Serve as an advocate for the user community
• Become and remain knowledgeable about products and community standards
• Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
• Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing

In the context of this role, individuals may be exposed to explicit content and will need a level of resilience and maturity. Our employees’ well-being, health, and safety will be taken care and we will ensure the necessary support and resources be made available to fulfill the responsibilities of the role.

Qualifications we seek in you!

Minimum Qualifications

• Diploma/Advanced/Higher/Graduate Diploma in any field.
• Some degree of further education/college
• Effective, clear, and professional written communication in English to support clients (Read and write grammatically correct sentences) via Chat, Email, and other support tools
• Fresh graduate or candidate with experience in service support/related field
• Must be able to commit to 24 X 7 rotating shift
• Must be able to work on weekends and public holidays
• Flexibility to take on multiple tasks, problem-solving/critical thinking skills
• Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy
• Work location: BGC, Taguig

Recommended qualifications:

• Agreed upon min. English language test scores based on mutually agreed upon external English language test or acceptable approved equivalents.
• Agreed upon min. language test score based on mutually agreed upon external English language test or acceptable approved equivalent for the language supported by each specific agent in addition to English.
• Minimum score to be achieved in Vendor reasoning/analytical test – mutually to be agreed upon between both parties.
• Some degree of further education/college desirable, to be mutually agreed upon between both parties.
• 1 year prior Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process mgmt. environment.

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. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.