With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and 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're 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're 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 Customer Service Representative - Night Shift

Responsibilities:

Service Leadership & Communication

• Provide superior service through exceptional management of all aspects of content delivery for client
• Accountable for building rapid rapport with key client contacts and improving Client Satisfaction and NPS (Net Promoter Score) measurements.
• Proactively manages communication and expectations with client and cross functional teams
• Provide on-going expertise for Circana solutions, data questions, story building, and troubleshooting
• Effectively synthesizes content written and verbally
• Ability to plan time around client deliverables and requirements

Executional Excellence

• Accountable for ensuring all change events and client deliverables are delivered on time and accurately
• Collaborate with cross functional teams to define and deliver deliverables within the scope of contractual commitments and other related commercial agreements
• Partner internally with Technology and others within Circana to ensure seamless client transition and adoption of new systems and capabilities
• Technically savvy. Enjoys staying abreast of new platforms and considers how to apply these with clients and end users.
• Implement process improvements and best practices
• Establish and maintain scorecard metrics (key performance indicators); highlight progress against quality initiatives

Problem Solving and Quality Control

• Operate within standards to assure quality
• Accurately assesses problems and efficiently arrives at resolution
• Applies systemic thinking to identify root cause of issues and prevent reoccurrence
• Curious by nature – seeks out and engages in learning opportunities – and applies knowledge to business
• Performs validations and QCs during all change events to verify accuracy
• Identifies data discrepancies; communicates resolution plan where appropriate
• Anticipates issues. Identify opportunities to improve systems to prevent problems and mitigate risk.

Financially Fit

• Suggests ways to be more efficient; contributes to improvement initiatives to streamline processes
• Experiences revenue growth for the firm, including profitable client renewals and new business opportunities

Requirements:

1. High School, BA/BS Degree.
2. 1 or more years of relevant experience
3. .Ability to work in a fast-paced environment, be flexible and welcoming to change
4. Outstanding English communication skills and professional etiquette
5. Excellent project management and organizational skil
6. Problem-solving skills and attention to detail critical
7. Technical mindset with proven technical abilities; experience using Excel, data management tools
8. Demonstrated expertise in translating data and analysis into relevant implications
9. Night Shift (according to local time)

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.

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.