Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands--and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Customer Care - Senior Process Associate

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities

• Responsible for the operational tasks of DP / DI / IE area:

• Call handling
• Channel handling
• Customer enquiries
• Sales support
• New business
• Policy issuance
• Payment processing
• Policy amendments Refunds
• Renewals
• Cancellations
• Complaint handling
• Customer surveys (NPS)
• Sanctions screening
• Fraud management
• Resource demand planning
• Training
• Implement improvements to current processes
• Ensure efficient customer service processes

Language Support required

Genpact Delivery Center

Language

Kuala Lumpur

Cantonese, Taiwanese, Korean, Bahasa, Malay, Vietnamese

Philippines

Filipino

Thailand

Thai (Rebadge)

Good verbal and written communication skills - Primary language as Cantonese

Qualifications

Minimum qualifications

• Graduation (any stream)
• Customer Focus (focus on internal customers and impact on our external customers) and Experience in Claims Management will be an asset
• Bias for action (focus on results and use of intelligent risk taking)
• Team Alignment (team player; supports and respects others)

Preferred qualifications

• Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
• Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
• Good communication skills, ability to cooperate with external and internal customers
• Problem solving and decision-making ability
• Customer service orientation
• Ability to work effectively under pressure
• Knowledge of MS Office

As an Equal Opportunity Employer - we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate's absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.

Kindly please see our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates

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. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.