MT- Customer Care Job Vacancy in Genpact Gurgaon, Haryana – Latest Jobs in Gurgaon, Haryana – updated today

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Company Name : Genpact
Location : Gurgaon, Haryana
Position : MT- Customer Care

Job Description : 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 Customer liaison representative – Contact Centre (Order Management and Customer Service) – Band 5B and 4A
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 customersTaking orders and addressing enquiriesProviding 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 EntryOrder ManagementCustomer ServiceOrder DeliveryCredit ManagementPortal Support
Key Responsibilities
Achievement of all individual and shared KPI’s as set by Management.Offer a single point of contact for customer serviceProactively address all requests for order processing, amendments and delivery enquiriesProactively prevent and resolve customer credit blocksMaximizing the execution of agreed state and national promotional programsAchieving overall cut-off-based timelines for ordersMeeting emails and call volume criteria for all orders and enquiriesWorking 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 opportunitiesActively participate in team meetings and contribute to a positive team cultureEnsure a high level of customer service and that satisfaction is always maintainedMeeting defined metrics including Average Handling Time and Service level targets dailyTo be involved in continuous improvement programs for process optimizationProvide value through speed of service (efficiency) and relationship management (growth) and maximize customers awareness of product knowledgeExercise vigilance and accountability for issues by ensuring prompt action is taken to resolve issues and realize opportunitiesComply 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 monthIndividual and Team KPI’s: Emails and Call volumeCall Metrics – AHT, Abandoned rate, Service levels, Average Answering Speed, Roster adherenceOrder entry Accuracy – Quality auditsOrder entry and Management Timeliness100% daily completion of workloadAdherence to CS Leadership ImperativesAdherence to Company Business RulesAdherence to the operation hours of the business based out of Australia and New Zealand
KEY RELATIONSHIPS:
Internal:
Management TeamCommercial Team including FSM’s, TM’s, Account Managers, Confectionery and Food & BeverageState Distribution TeamsInternal customers
External:
CustomersSuppliers
TYPICAL QUALIFICATIONS/EXPERIENCE:
B.Com graduate3+ years of relevant experiencePrevious experience in Order management and customer service roleExcellent communication and MS Office skillsStrong customer service skillsFlexible approach to workings hours – Australia(starts at 2:30 AM IST) and New Zealand(starts at 12:30 AM IST) shiftAbility to work in a dynamic environmentGood 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.
JobManagement Trainee
Primary LocationIndia-Gurugram
ScheduleFull-time
Education LevelMaster’s / Equivalent
Job PostingMar 25, 2022, 10:03:48 AM
Unposting DateOngoing
Master Skills ListOperations
Job CategoryFull Time

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