Job expirat
• Answering phone calls in the mentioned languages, on a priority established by the team leader;
• Handling emails / web cases / chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time;
• Troubleshooting IT problems (incidents) according to the Standard Operating Procedures (SOP) and process training;
• Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed;
• Sharing with all team members any knowledge obtained through end-user or resolver interactions
• Attending training sessions;
• Arranging working schedule with colleagues flexibly, according to business needs.
• Successfully completing the training plan and passing the process knowledge test (PKT) on a monthly basis;
• Providing assistance to new colleagues whenever possible;
• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date;
Requirements:
• Very good PC knowledge
• University graduate (technical profile - advantage)
• Self-motivated with ability to work both independently and as part of a team;
• Problem solving attitude and client oriented;
• Ability to handle client on one-on-one basis, via e-mails and calls;
• Patience, empathy, diligence;
• Responsible, mature and punctual behavior
Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.
Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.
That's why we are known to GENerate imPACT.
