Customer Service Agent Full Time

We are Genpact

From New York to New Delhi and more than 30 countries in between, our 90,000+ curious and courageous employees drive digital-led innovation and digitally-enabled intelligent operations for our hundreds of Global Fortune 500 clients.
Our start-up spirit, coupled with our award-winning decades of solutions and end-to-end process and domain expertise, let us connect every dot, reimagine every process, and go deep to reinvent the world’s biggest brands’ ways of working.
Because of our tremendous results-oriented growth, we’re rapidly expanding our team of ground-breaking change agents…people who think with design, dream in digital, tackle problems with data and analytics, obsess over operations, focus on the details, and lead change with their curious, incisive, and courageous nature.
If you’re a rule-breaker and risk-taker who sees the world differently and are bold enough to reinvent it, we could be a perfect match.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for?

Responsibilities

• Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback

• Promptly answers, screens, and processes all consumer service requests received through multiple communication channels (phone, e-mail, letter, chat, social media) with strict adherence to confidentiality/privacy agreements and policies and procedures

• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding

• Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures. Explains complex medical terms/information in lay terms to consumers using scripted responses

• May make outbound calls related to the service request, and/or follow-up to a customer inquiry

• Keeps records of customer interactions and transactions, recording details of inquires comments and actions taken. Documentation needs to be concise, thorough, and accurate following a Good Documentation Practice

• Utilizes automated (or if unavailable, manually) computer software

• Other duties and special projects that are assigned by management

• Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency

• Identify trends in customer satisfaction or dissatisfaction.

• Has prior experience working for digital savvy organizations (e.g. internet, hi-tech and/or start-ups).

• Follow company policies and procedures.

• Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.

• Individual to have the skills to carry out consumer/ HCP outreach programs (examples: Telesales, tele-detailing, conducting surveys)

Qualifications

• Excellent oral and written communication skills in Spanish and English, the ability to read and interpret documents such as standard operating procedures, speaks effectively and informatively and respond to customers over the phone, email or by chat.

• Ability to type a minimum of 35 words per minute with a high degree of accuracy while talking, and ability to navigate through multiple systems while responding to the customer’s inquiry

• User of social media channels with active accounts (e.g. Facebook, twitter, Instagram, etc.)

• User of digital and smart devices (e.g. smartphones, tablets, and other smart devices)

• Education: High school Diploma

• Level of Experience: Experience in a call center environment.

• Relevant experience working in medical/pharmaceutical role is preferred but not required.

• Combination of Education and Work experience may be considered.

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 building a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

Job Requirements:

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