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Senior Manager - Customer Experience Support specialist

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Senior Manager, Customer Experience Support specialist!
We are looking for Customer Experience Support Specialists.  This is a key role to improve customer satisfaction by providing reliable and timely data, taking action to resolve day-to-day service issues, following up on time on customer queries with multiple stakeholders. The overall aim of the role is to deliver an outstanding customer experience. By handling these responsibilities and keeping all relevant stakeholders informed, it enables the Customer Experience Team to focus on collaboration and growth initiatives with customers.  

Responsibilities
•    Create and maintain customer DTPs and inform relevant processing parties of customer-tailored procedures (OM Specialist, Collector) 
•    Collate and manipulate data to produce reports according to agreed format and timings ensuring completeness and accuracy. 
•    Maintain trackers for collaborative planning 
•    Maintain standard reporting packs for customer collaboration meetings.  
•    Update customer portal systems and/or internal systems. 
•    Deliver quality customer service by researching and responding to all internal & external partner inquiries quickly and effectively 
•    Ensuring adherence to Unilever Global Controls Framework by completing all necessary end of day, week, months checks. 
•    Deliver order amendment reporting to customers 
•    Handle first-level escalation of customer issues, working in partnership with all internal stakeholders and 3rd parties to resolve, keeping the Customer Experience Specialist informed at all stages. 
•    Ensuring adherence to Unilever Global Controls Framework by completing all necessary end-of-week, end of months checks. 
•    Support order cycle completion in exceptional circumstances 
•    Customer Master Data maintenance to ensure right first-time order processing

Qualifications we seek in you!
Minimum qualifications/skills
•    Graduate, preferably B.Com 
•    Flexibility to work on any shift 
•    Fluent in English. Proficient oral and written communication skills. 
•    Good interpersonal skills. Good at building relationships; patient and attentive, good influencing skills. 
•    Good analytical skills and can handle large amounts of data; identify exceptions and key trends; can make recommendations 
•    Experience in Microsoft suite including Outlook, PowerPoint and MS Teams; advanced Excel skills, PowerBI, SAP scripting, AATP, Customer Portal, High Radius, Customer’s systems, ACTPM
•    Ability to follow defined processes within Order Management, Logistics and Quality and able to problem solve when situations arise outside of the defined processes
Preferred qualifications/skills
•    Understand digital concepts and can identify opportunities to drive efficiency and improvements 
•    Certification in the supply chain is an added advantage 
•    Exposure to the consumer goods industry 
•    Exposure to technologies like Pega, High Radius,   
•    Attention to detail 
•    Customer service focused 
•    Tenacious in seeing problems through to resolution for the customer  
•    Ability to work quickly and accurately under pressure 
•    Prioritization and time management skills 
•    Problem-solving ability 
•    Striving to continuously improve

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.

Job: Senior Manager

Job ID: CPG029885

Primary Location: India - Bangalore

Education Level: Master's / Equivalent

Job Posting: Dec 28, 2021

Master Skills List: Operations

Job Category: Full Time