Job Description

G

enpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for

clients

. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and

expertise

in data, technology, and AI.

We are inviting applications for the role of

Customer Interaction (

HR

Helpdesk)

-

Analyst

/

/Process Associate/Process Developer

Responsibilities

As a Customer Interaction Centre Associate, you will:

Employee

Support

,

Query Resolution

and Experience Management

:

Serve as the first point of contact for employee queries via multiple channels, including phone, email, and chat.

Provide empathetic,

timely

, and personalized responses to employees and people leaders, ensuring a positive employee experience.

Cultivate a strong service mindset and help-oriented culture that supports employees throughout their journey.

Proactively manage employee expectations, ensuring clarity and transparency in communication.

Resolve issues proactively at Tier 1 support level, ensuring high customer satisfaction.

Escalate unresolved or complex queries to Tier 2 or

appropriate departments

while ensuring seamless communication.

End to end

Case

Ownership

:

Manage cases using a case management tool, ensuring

timely

updates and resolution

from initiation to closure.

Act as the single point of contact for employees throughout the case lifecycle, even when coordination with other teams or functions is

required

.

Navigate complex queries by

identifying

the relevant HR processes and policies that apply to unique

scenarios, and

communicating solutions clearly.

Escalate issues only when necessary while

maintaining

responsibility for follow-up and final resolution.

Track and

monitor

service requests against established SLAs and follow up for resolution as

required

.

Documentation and Reporting

:

Maintain

accurate

and detailed records of employee interactions and transactions.

Process Adherence and

Continuous

Improvement

:

Follow standard operating procedures and drive process consistency and improvement.

Partner with quality teams to

identify

enhancement opportunities and support implementation of best practices.

Qualifications

Minimum

Requirements:

Bachelor's degree or equivalent education.

Relevant

years of experience

in an HR Helpdesk, HR Contact Center, or Shared Services environment

in a

customer service/contact center role.

Strong verbal and written communication skills

.

Proficiency

in case management tools

like

ServiceNow

Strong analytical and problem-solving abilities; capable of diagnosing policy applicability in varied employee scenarios and

communicating it

effectively.

Demonstrated ability to manage high-volume

workloads

efficiently.

Preferred Qualifications:

Experience in a shared service environment or customer-facing role.

Knowledge of

case management tools (e.g., ServiceNow HRSD) and HCM platforms such as SuccessFactors.

Proven

track record

of meeting or exceeding service-level agreements.

Certification in customer service or

HR

related fields is a plus.

Key Skills and Attributes:

Exceptional interpersonal and

critical thinking

skills.

Ability to work in a dynamic, fast-paced environment.

High attention to detail

with problem solving skills

and a customer-centric approach.

Flexibility to work across shifts to cater to a global customer base.

A strong sense

of ownership with a continuous improvement mindset.

High attention to detail and a deeply customer-centric approach.

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 respect and integrity, customer focus, and innovation. For more information, visit

www.genpact.com

Follow us on

X

, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants

are not required to

pay to

participate

in our hiring process in any other way. Examples of such

scams

include

purchasing

a 'starter kit,' paying to apply, or

purchasing

equipment or training

.

JobProcess Associate

Primary LocationIndia-Gurugram

ScheduleFull-time

Education LevelMaster's / Equivalent

Job PostingJun 24, 2025, 6:42:45 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time