Genpact

The Programme 

Inviting applications for the role of Management Trainee- Genome.  
 
As a Customer Support Specialist in Genome, you’ll be responsible for resolving issues and providing prompt, professional and accurate support to enhance the overall learning experience for Genpact employees.  
 
This role is both critical and strategic in enabling Genome adoption and success, and the ideal candidate will be a quick learner who can think on their feet and resolve issues that come up with a ‘customer-first’ mindset.  
 
That’s exactly the reason we are looking for a self-starter who is energetic, detailed-oriented, empathetic, passionate about learner experience and working in teams, and can work seamlessly with lead stakeholders in the organization.  

What You Will Do 

• Build and maintain expert knowledge across all Genome components, reports, and upstream / downstream processes and timelines.  
• Take end-to-end ownership of queries / tickets logged in by learners—ensure these are resolved within agreed SLAs and be the single point of contact to troubleshoot within expected resolution time and provide update on the progress made.  
• Endeavor to resolve all customer product and support issues within the first communication; ensure the resolution is First
• Time Right (FTR), and that any knowledge gap at the learners’ end is identified and appropriately addressed via calls, chat, and the ticketing tool itself.  
• Proactively escalate unresolved tickets or issues that have dependency on Product Managers, including liaising with cross-functional teams such as HR/L&D ecosystem, IT, Ed Cast (vendor), iLearn (LMS) etc. to reduce the overall cycle time and improve learner experience. 
• Focus on learner experience through qualitative, empathetic, effective communication to learners, while ensuring defined metrics are adhered to.  
• Collect feedback from learners / identify categories that need attention and feed them back to Product Owners, and document knowledge in the form of SOPs.  
• Ensure the defined KPIs are metrics are always met; continuously evaluate and identify opportunities to drive process improvements to improve overall learner. 

Required Skills and Abilities

 Minimum Qualifications: 

• Strong Project Management (proactive follow-ups, ability to independently close out open tasks and meet deadlines).  
• Excellent proficiency in written and spoken English. 
• MS Office, good MS Excel skills are a must. 
• Strong team player and quick learner.
• Tech savvy and problem-solving ability with keen eye for detail.  

Preferred qualifications: 

• Graduates and above.
• Experience in a customer service or support environment is desirable. 

About Us: 
 
Genpact 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.