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Process Developer - Customer Care

Function: Operations 
Gurugram, Badshapur, India

With a startup spirit and 80,000+ 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 PD - Contact Centre (Order Management and Customer Service)
Looking for candidates from OTC (Order Management and Customer Service) with SAP experience, excellent communications and MS office Skills. 
PURPOSE AND SCOPE:
The role of a Customer Liaison Representative is to achieve agreed sales, distribution, profit and market share by 
•    Addressing business requests for order management through emails and via taking inbound calls from new and existing customers
•    Taking orders and addressing enquiries
•    Providing customer service and actively promoting products across a variety of business channels.
Scope of work: Comprising of both Voice and Non-Voice operations roles
•    Order Entry
•    Order Management
•    Customer Service
•    Order Delivery
•    Credit Management
•    Portal Support
Key Responsibilities
•    Achievement of all individual and shared KPI’s as set by Management.
•    Offer a single point of contact for customer service
•    Proactively address all requests for order processing, amendments and delivery enquiries
•    Proactively prevent and resolve customer credit blocks
•    Maximizing the execution of agreed state and national promotional programs
•    Achieving overall cut-off-based timelines for orders
•    Meeting emails and call volume criteria for all orders and enquiries
•    Working with the Credit and Risk Team, Sales Team and Distribution Team, to maximize customer satisfaction and the availability of products at the point of purchase.
•    Proactively build and sustain favorable and effective relationships with key internal and external stakeholders through effective communication and achievement of tasks, issues and opportunities
•    Actively participate in team meetings and contribute to a positive team culture
•    Ensure a high level of customer service and that satisfaction is always maintained
•    Meeting defined metrics including Average Handling Time and Service level targets daily
•    To be involved in continuous improvement programs for process optimization
•    Provide value through speed of service (efficiency) and relationship management (growth) and maximize customers awareness of product knowledge
•    Exercise vigilance and accountability for issues by ensuring prompt action is taken to resolve issues and realize opportunities
•    Comply with all Company specific policies, processes and procedures.
•    Demonstrate adherence to all business guidelines and procedures 

ACCOUNTABILITIES:
Success in this role will be measured through a balance of qualitative and quantitative performance measures.  
KEY PERFORMANCE INDICATORS:
•    Accuracy – Less than 3 errors per month
•    Individual and Team KPI’s: Emails and Call volume
•    Call Metrics – AHT, Abandoned rate, Service levels, Average Answering Speed, Roster adherence
•    Order entry Accuracy – Quality audits
•    Order entry and Management Timeliness
•    100% daily completion of workload
•    Adherence to CS Leadership Imperatives
•    Adherence to Company Business Rules
•    Adherence to the operation hours of the business based out of Australia and New Zealand

KEY RELATIONSHIPS:
Internal:
•    Management Team
•    Commercial Team including FSM’s, TM’s, Account Managers, Confectionery and Food & Beverage
•    State Distribution Teams
•    Internal customers
•    
External:
•    Customers
•    Suppliers
TYPICAL QUALIFICATIONS/EXPERIENCE:

•    B.Com graduate
•    Previous experience in Order management and customer service role
•    Excellent communication and MS Office skills
•    Strong customer service skills
•    Flexible approach to workings hours – Australia(starts at 2:30 AM IST) and New Zealand(starts at 12:30 AM IST) shift
•    Ability to work in a dynamic environment
•    Good computer skills, previous experience in SAP, EDI, CIC or CRM is advantageous

The ideal incumbent will have experience in a customer service role, and experience in an order-processing role.  A flexible approach to working hours and the ability to work autonomously in a fast-paced environment.  The ability to juggle multiple tasks simultaneously complimented by strong attention to detail and accuracy are essential skills.

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: Process Developer

Job ID: CPG031560

Primary Location: India - Gurugram

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Apr 5, 2022

Master Skills List: Operations

Job Category: Full Time