PA-OTC
Genpact
2 - 5 years
Lucknow
Posted: 9/3/2024
Job Description
Responsibilities
• Ability to take care of specific Inbound/Outbound calls from customers
• Ability to sale solutions to customers and negotiate outstanding debt
• Recognize individual customer service needs and resolve their enquiry
• Provide resolutions at the first point of contact, avoiding customers having to call again, or have the call transferred
• Ability to handle complaints and advance where appropriate
• Excellent customer service, negotiation and interpersonal skills with the ability to recognize and support the specific needs of the most vulnerable customers
• Maintain and update customer related information systems to ensure that our client hold accurate records; collecting and accessing appropriate information relevant to your call type
• Keen to progress to other levels and will consistently self-assess your own performance against agreed targets by working closely with your manager
• Work effectively as part of a team, recognizing how teams can deliver great results
• You will be one of a large number of Collections Advisers with Genpact. You will respond to customers through a variety of channels including telephone (both inbound and outbound), internet and written correspondence as appropriate.
• You will be encouraged ed to acquire detailed knowledge of product ranges and excellent service and sales skills to enable them to provide service excellence and progress sales opportunities when appropriate.
• You will offer an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products and resolve a wide range of common, high-volume customer enquiries across the product range.
• You will follow clear instructions and guidelines to resolve customer enquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance based products.
• Training is given to enable you to establish rapportportsresolvetle appropriate solutions for the customer. Constant monitor in mentor and development will be given to the Customer Service Adviser to ensure continuous improvement.
• You will collaborate with colleagues across multiple departments in order to provide a high quality service to customers
Minimum Qualifications
• Any Graduates (preferably non B.techs)
• Experience in contact/call center, customer service and/or sales area
• Excellent communication and social skills
• Good written skills
• Good negotiation skills
• Problem Solving Skills
• Flexibility of shifts and to work overtime hours as per business requirements.
• Dedication to performance excellence or doing a great job
• Results Oriented
• Analytical & problem solving skills
• Stress management abilities
• Ability to maintain high levels of confidentiality and data security standards
• Ability to prioritise multiple tasks with minimal direction
Preferred Qualifications
• Collections experience in Consumer loans/lending
About Company
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.
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