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We got a new job details in Genpact & they are Hiring Candidates for AM-Customer care
Company Name : Genpact
Company Location : Gurgaon, Haryana
Job Position : AM-Customer care
Job Category : Jobs in Faridabad
Job Description :
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 – Contact Centre Team Lead (Order Management and Customer Service) – Band 4B
Looking for candidates from OTC (Order Management and Customer Service) with SAP experience, excellent communications and MS office Skills.
In this role, you will be responsible for supervising and leading a team of 10 members for all the activities related to Order Management and Customer Service.
Team handling responsibilities to meet processing related targetsReporting daily, weekly and monthly metrics and performance scorecardEnsure daily order quality auditsOverseeing and reporting shift adherence reportsMaintaining service delivery standards for – business requests for order management through emails and via taking inbound calls from new and existing customersKeeping daily log of email and call volumeEnsuring timely processing of orders and addressing enquiriesReviewing team’s performance through email response and call quality auditsProviding customer service and actively promoting products across a variety of business channels.Alerting business and relevant stakeholders of key risks areas in daily operationsKeeping a rigor on daily operation targetsMaintaining excellent rapport with business representatives and client partnersHolding regular connects with clients and business representativesDaily huddles and stand-up with the teamTo be involved in continuous improvement programs for process optimizationIdentifying process automation opportunitiesAddressing training and development needs of the teamEnsuring effective feedback mechanismTake care of team performance reviewsEnsure personal and team development plan is in place with clear, practical and measurable goalsEnsure daily production hours for the team is metEnsure rigor on all operational measures including productivity and key performance parametersProvide 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
Scope of work: Comprising of both Voice and Non-Voice operations team handling roles
Order EntryOrder ManagementCustomer ServiceOrder DeliveryCredit ManagementPortal Support
Management TeamCommercial Team including FSM’s, TM’s, Account Managers, Confectionery and Food & BeverageState Distribution TeamsInternal customers
QUALIFICATIONS, EXPERIENCE and REQUIRED SKILLS:
B.Com graduate5+ years of relevant experienceClient handling experienceLeadership skillsExperience in team handlingExcellent communications and enterprising skillsPrevious experience in Order management and customer service roleExcellent MS Office skillsStrong customer service skillsExcellent analytical skillsSelf-motivated and has ability to motivate the team to achieve common goals aligned with organization expectationsAbility to work independently and demonstrate team-oriented task execution skillsProblem solving attitudeFlexible with workings hours – Australia(starts at 2:30 AM IST) and New Zealand(starts at 12:30 AM IST) shiftAbility to work in a dynamic environmentExcellent computer skills with previous experience in SAP, EDI, CIC or CRM
The ideal incumbent will have experience in leading a team in 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.
Education LevelMaster’s / Equivalent
Job PostingMar 25, 2022, 10:28:21 AM
Master Skills ListOperations
Job CategoryFull Time
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