PD- Customer Care
Genpact
2 - 5 years
Lucknow
Posted: 21/05/2025
Job Description
Responsibilities
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Manage a chat and email support analysts,
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Monitor process performance against key metrics, ensuring timely response times, resolution times, and high levels of customer satisfaction.
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Resolve escalated customer issues that require advanced problem-solving or special attention.
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Ensure consistent, high-quality service is provided to customers through chat and email by setting clear standards and best practices.
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Maintain high-quality standards of communication, ensuring that all responses are accurate, polite, and professional.
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Collaborate with other departments, such as product or technical support, to ensure smooth resolution of customer concerns.
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Ensure adherence to company policies, processes, and SLAs.
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Maintain and update documentation related to chat and email support procedures and best practices.
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Foster a positive and motivating team environment, promoting collaboration and continuous improvement.
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.About Company
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