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Senior Process Associate- Customer Care

0.00 to 4.00 Years   Hyderabad   23 Jan, 2023
Genpact India Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaFinance / Accounts / Tax
EmploymentTypeFull-time

Job Description

    Quality Analyst, 5BResponsibilities Perform quality reviews for a group of Technology Support Analysts Monitor calls, e-cases and any other support interactions providing feedback, coaching and mentoring to Personnel as needed Work closely with the operation Team Leaders and Personnel to meet the relevant service level metrics. Refresher training on process changes and analysis and reporting Working closely with the client to update and implement quality criteria and process changes Cover all volumes as forecasted and provided to Vendor by the clientQualifications we seek in you Minimum Qualifications Articulates business concerns to Support Management Ability to absorb and apply new concepts in a timely manner Ability to apply knowledge to real world scenarios Ability to be flexible with regards to shifting priorities and projects Functions effectively within a team environment Handles high stress interactions and situations and is able to de-escalate appropriately using empathy Ownership of skill development/ self training Responds effectively to mentor/coach feedback Strong communication skills with peers as well as clients, both oral as well as written Strong customer service skills Time management and completion of tasks to a definite deadline Strong work ethic; displays the drive to learn new features or troubleshoot methods for their primary applicationPreferred Qualifications/ Skills Relevant years of experience in PC desktop support or technical support experience with client contact Knowledge of Microsoft O/S and/or PC hardware, Microsoft Printing, Active X controls, or Mobile devices (Smartphones/iPads) Automotive industry experience Experience using issue ticketing system such as SalesForce, Clarify, Remedy, or Footprints Basic knowledge of Unix / Linux / SQL as needed for application/technology Knowledge of Microsoft O/S and/or PC hardware, Microsoft Printing, Active X controls, or Mobile devices (Smartphones/iPads),

Keyskills :
sapaccountscustomer relationsinsuranceslastrong communication skillspc hardwarenew conceptsservice levelcustomer focusoperation teamclient contact

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