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Senior Chat Specialists - Richardson, TX

Genpact Richardson Full-Time
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Senior Process Associate – Chat Specialist
URL blocked - click to apply: Operations
United States: Richardson, TX

With a startup spirit and 80,000+ 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 Senior Process Associate – Chat Specialist
This position requires providing text and voice based customer support to resolve customer questions, inquiries, requests, and problems in an accurate, efficient, and timely manner. You would be expected to provide a high level of customer service in accordance with policies and guidelines and analyze each situation to determine an appropriate solution and response. These exchanges will rely on your ability to listen to our customers and utilize your expertise, time management, creativity, and passion to meet their needs - and remind them that behind our great product is our amazing people.
• Receive and respond to inbound customer calls/chats; gather and verify required information
• Comprehend customer request, for product or services
• Develop/present customer service solutions and/or suggest additional items
• Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or needs to be taken; attentiveness to notes/customer interaction detail for auditing, reporting and customer experience purposes
• Ensure proper security procedures are followed on all e-commerce customer interactions
• Deliver exceptional service to our high value customers by providing best-in-class service and solutions to grow customer relationships.
• Act as subject matter expert for product knowledge
• Provide excellent customer service and provide answers to customer questions within set standards
• Responsible for ensuring adherence to all operations and compliance procedures
• Assist in tracking, compiling, and completing reports as assigned
• Demonstrate basic banking knowledge with an emphasis on lending/credit products
Minimum qualifications
• At least 18 years of age
• High school diploma or equivalent
• Call center experience of 12-months to 18-months supporting customer servicing (prefer with banking contact center experience)
• Must possess excellent PC and key-boarding skills including demonstrated ability to type at least 35 WPM with accuracy
• Willing to work with shift flexibility, weekend schedules and overtime
• Demonstrated ability to perform basic mathematical functions
• Demonstrated ability to ability to effectively interact with a variety of people from diverse backgrounds
• Ability to handle explicit, sensitive, or possibly offensive content
• Desire to partner with your peers to provide a seamless customer experience, with a unified voice
• A real passion for customer service and enjoys working with a variety of customer needs and styles
• Experience interacting and building rapport with customers via phone, chat and/or in person
Preferred qualifications
• Detail-oriented
• Familiarity with Microsoft Windows, Word, and Excel applications; excellent knowledge of digital applications and social media platforms
• Excellent written communications skills-grammar punctuation content and flow of conversations; articulate and credible in communication
• Ability to ask non-threatening questions of customers to inform and better serve
• Ability to quickly collect relevant data to get to the right solution
• Judgment including ability to promptly resolve client inquires, assess resources that would benefit the customer long term and escalate customer inquiries as needed with appropriate sense of urgency
• Aptitude for working with automated tools and technology
• Ability to attentively service customer needs and concerns while being empathetic and maximizing opportunity to build rapport with the customer
• Strong customer service, analytical, problem solving and decision making skills including the ability to read between the lines on customer inquiries
• Ability to work in a fast-paced, hectic, changing environment
• Resilience and positive attitude especially for constant change
• Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
• Must be able to engage in multiple chat conversations concurrently
• Can demonstrate strong active listening skills & probing; able to display solution-focused approach & “can-do-attitude”
• Willingness to address the expressed and unexpressed needs of the client helping to build customer loyalty
• Ability to utilize tools and resources appropriately to efficiently resolve customer inquiries
• Able to service customers on a variety of topics, which can include, but not limited to, providing account transaction details, placing investigations or on-line navigation assistance, payment arrangements
• Influence and persuasion skills—to educate the customer and drive a call to action and self-service.
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 URL blocked - click to apply. Follow us on URL blocked - click to apply, URL blocked - click to apply, URL blocked - click to apply, and URL blocked - click to apply.


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