Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.


Welcome to the relentless pursuit of better.
Inviting applications for the role of Management Trainee-Customer Support Specialist \xe2\x80\x93 Genome


As a Customer Support Specialist in Genome, you\xe2\x80\x99ll be responsible to resolve issues and provide prompt, professional and accurate support to enhance the overall learning experience for Genpact employees. This role is both critical and strategic in enabling Genome adoption and success, and the ideal candidate will be a quick learner who can think on their feet and resolve issues that come up with a \xe2\x80\x98customer-first\xe2\x80\x99 mindset. That\xe2\x80\x99s exactly the reason we are looking for a self-starter who is energetic, detailed-oriented, empathetic, passionate about learner experience and working in teams, and can work seamlessly with senior stakeholders in the organization.


Responsibilities

• Build and maintain expert knowledge across all Genome components, reports, and upstream / downstream processes and timelines

• Take end-to-end ownership of queries / tickets logged in by learners\xe2\x80\x94ensure these are resolved within agreed SLAs and be the single point of contact to troubleshoot within expected resolution time, and provide update on the progress made

• Endeavor to resolve all customer product and support issues within the first communication; ensure the resolution is First Time Right (FTR), and that any knowledge gap at the learners\xe2\x80\x99 end is identified and appropriately addressed via calls, chat, and the ticketing tool itself

• Proactively escalate unresolved tickets or issues that have dependency on Product Managers, including liaising with cross-functional teams such as HR/L&D ecosystem, IT, Ed Cast (vendor), iLearn (LMS) etc. to reduce the overall cycle time and improve learner experience

• Focus on learner experience through qualitative, empathetic, effective communication to learners, while ensuring defined metrics are adhered to

• Collect feedback from learners / identify categories that need attention and feed them back to Product Owners, and document knowledge in the form of SOPs

• Ensure the defined KPIs are metrics are always met; continuously evaluate and identify opportunities to drive process improvements to improve overall learner experience

• Strong Project Management (proactive follow-ups, ability to independently close out open tasks and meet deadlines)

• Excellent proficiency in written and spoken English

• MS Office, good MS Excel skills are a must

• Strong team player and quick learner

• Tech savvy and problem-solving ability with keen eye for detail