Genpact (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. 

Inviting applications for Process Associate and Senior Process Associate– Chat and Email support 

We are looking for a skilled and motivated Process Associate and Senior Process Associate to work on our customer support team, ensuring the delivery of high-quality service via chat and email channels. In this role, you will be responsible for overseeing the daily operations, providing guidance and support, and ensuring that all customer inquiries and issues are resolved effectively and efficiently. You will play a key role in developing team members, improving processes, and ensuring that performance goals are met or exceeded.. 

Key Responsibilities: 

• Manage a chat and email support analysts,  

• Monitor process performance against key metrics, ensuring timely response times, resolution times, and high levels of customer satisfaction. 

• Resolve escalated customer issues that require advanced problem-solving or special attention. 

• Ensure consistent, high-quality service is provided to customers through chat and email by setting clear standards and best practices. 

• Maintain high-quality standards of communication, ensuring that all responses are accurate, polite, and professional. 

• Collaborate with other departments, such as product or technical support, to ensure smooth resolution of customer concerns. 

• Ensure adherence to company policies, processes, and SLAs. 

• Maintain and update documentation related to chat and email support procedures and best practices. 

• Foster a positive and motivating team environment, promoting collaboration and continuous improvement.  

Minimum Qualifications: 

• Bachelor’s degree with meaningful experience of Banking operations proven track record  

• Proven experience in a customer suppor, specifically in chat and email support.. 

• Excellent written communication skills, with the ability to maintain a professional and clear tone in all interactions. 

• Strong problem-solving and conflict-resolution skills. 

• Familiarity with customer support software or platforms (e.g., Zendesk, Freshdesk, Intercom) and performance tracking tools. 

• Solid understanding of customer service best practices, KPIs, and SLA management. 

• Ability to handle high-pressure situations and prioritize tasks effectively. 

Preferred Qualifications: 

• Must possess a minimum of a bachelor's degree. 

• Prior experience in a banking support role is required. 

• Strong understanding of the banking industry and related product lines. 

• Proficiency in additional languages is considered an asset. 

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 Twitter, 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.