Genpact Big Hiring – Process Developer – Voice Role
Genpact Big Hiring: Genpact invites applications for the position of Process Developer – Voice, targeting individuals who excel in communication, customer engagement, and analytical thinking. This position is ideal for those who are able to manage international clients and provide services that are in line with international standards. Based in Gurgaon, the full-time office-based job offers a stimulating workplace where employees can show the ability to multitask, assess risk and deliver a high level of service delivery.
About the Role
- Location: Gurgaon
- Working Type: In-office, full-time job
- Day of Work: 5 days a week
- shift: Rotational or business hours, as per the client’s operations
- Pay: Not disclosed (competitive pay based on knowledge and experience)
The Process Developer Voice job concentrates on handling inbound and outbound calls to help customers, resolve problems, and sustain the highest quality of service. The job involves handling a variety of interactions with customers while adhering to strict guidelines for compliance and ensuring an excellent experience for each customer. The ideal candidate will have excellent written and spoken English skills, a keen eye for particulars and be knowledgeable of fraud detection procedures.
The ideal candidate will exhibit extraordinary problem-solving skills and a rational approach to communication, as well as the ability to manage sensitive interactions with customers. The job offers the opportunity to work with international processes, and primarily caters for Australian as well as New Zealand clients, requiring knowledge of privacy laws and the best practices in compliance.
Key Responsibilities
- Handle outbound and inbound calls effectively while maintaining high-quality service standards.
- Manage online applications and complete transactions accurately.
- Respond to questions from applicants promptly and effectively to ensure satisfaction and trust.
- Contribute to the identification and reduction of risks, and investigate suspicious activities that could be fraudulent if needed.
- Answer complex customer questions by using empathy, sensitivity and professionalism.
- Be sure to comply with all applicable business policies and rules of the industry.
- Provide consistent, top-quality service by insisting on timeliness, accuracy and a positive, consistent customer experience.
- Perform multiple tasks efficiently within tight deadlines and display outstanding time management.
- Help to improve continuously by identifying processes that are lacking or inefficient.
- Keep track of transactions and communications in complete detail.
Required Qualifications
- Experience in customer service, including handling outbound and inbound calls, or other similar operational settings.
- Experience with Australian as well as New Zealand privacy legislation and the related compliance standards.
- Experience in the investigation of fraud, chargeback processing, fraud investigation, or risk assessment is a benefit.
- Excellent communication abilities with excellent communication skills in English, with excellent grammar, as well as tone and structure.
- Expertise in the use of modern office software as well as CRM systems.
- Excellent analytical, negotiation and problem-solving abilities with the ability to comprehend the needs of customers efficiently.
- Focused on detail, and a commitment to ensuring high standards in each process that is taken care of.
- Integrity, as well as professionalism and accountability, in all tasks.
- Flexibility in a fast-paced work environment and the ability to multitask without losing sight of the quality of service.
Desired Attributes
- A positive mindset and the ability to make a decision.
- A high level of security when handling confidential or financial information.
- Ability to comprehend complicated customer requirements and provide precise solutions.
- Empathetic attitude and a customer-centric approach that encourages relationship-building.
- Excellent interpersonal skills, which ensure efficient coordination between internal stakeholders.
Application Guidelines
People who are passionate about communicating with customers, as well as risk management and problem-solving analytically, are invited to apply. The job requires fluency in English as well as a thorough knowledge of the importance of providing a customer-focused service. The ideal candidates should exhibit strong multitasking skills and be able to maintain a calm attitude under stress. Experience in chargeback or fraud based on voice procedures gives candidates a distinct advantage.
Genpact Big Hiring – Apply Link
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