Technical Associate Job in Hyderabad at Genpact

Genpact is hiring for the role of Technical Associate!

Responsibilities of the Candidate:

• Handle customer inquiries and support requests via phone, email, and chat with professionalism and efficiency.
• Diagnose and resolve customer issues promptly, ensuring customer satisfaction and timely responses.
• Manage and resolve escalated issues, collaborating with other departments to achieve swift and effective resolutions.
• Document all customer interactions, issues, and resolutions accurately in the CRM.
• Share insights, knowledge, and best practices with team members to enhance service quality.
• Track and meet KPIs, including response time, resolution time, and customer satisfaction.
• Identify opportunities to improve customer service processes and assist in implementing solutions.
• Participate in training sessions to stay current on product knowledge, policies, and service techniques.

Requirements:

• Bachelor’s degree and experience in customer service or a contact center role.
• Specific industry or sector experience (preferred).
• Proficiency in CRM software and contact center technologies, along with strong typing and data entry skills.
• Basic knowledge of troubleshooting technical issues.
• Familiarity with ITIL or other customer service frameworks (a plus).
• Excellent verbal and written communication skills, with a customer-focused mindset.
• Strong problem-solving and analytical abilities to handle complex situations effectively.
• Empathy and professionalism in challenging situations.
• Organizational skills and attention to detail.
• Ability to work independently and collaboratively within a team.