Day-to-day responsibilities may include, but are not limited to :
Provides prompt and efficient service to client including appropriate escalation of any issues.
Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
Actively seek solutions through logical reasoning
Demonstrates strong problem-solving capabilities and assist customers in case of any issues
Serve as an advocate for the user community
Label content and flag for action
Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
Provide Email / Chat, back office operations support and troubleshoot and resolve issues and to also provide 3rd party app support & testing
In the context of this role, individuals may be exposed to potentially explicit content, and will need a level of resilience and maturity.
Our employees’ well-being, health and safety will be taken care and we will ensure the necessary support and resources be made available to fulfil the responsibilities of the role.
Qualifications we seek in you!
Able to work on midnight, 24 X 7 rotating weekday and weekend shift on a rotational basis, based on the schedule and business requirement
Any Diploma / Advanced / Higher / Graduate Diploma or Equivalent degree
Fresh graduate or candidate with experience in service support / related field
Effective, clear and professional written communication in English and to support clients (Read and write grammatically correct sentences) via Chat, Email and other support tools
German - C1
Flexibility to take on multiple tasks, problem solving / critical thinking skills
Demonstrates composure, professional attitude and technical (Computers, Internet) savvy
Preferably with service support experience
What can we offer?
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts