Customer Servicing Representative – Chat and Voice URL blocked - click to apply
Richardson, TX, US
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 Customer Servicing Representative – Chat and Voice
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. Responsibilities:
Receive and respond to inbound customer calls/chats; gather and verify required information
Comprehend customer requests, for product or services.
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 Benefits:
Full Medical, Dental and Vision. All benefits are effective from your date of hire!
401k plan for all associates. Our company matches 4% of the employee contribution
3 weeks PTO and 11 observed Holidays! Qualifications Minimum Qualifications:
At least 18 years of age
At least high school GED or equivalent.
Call center experience of 6-months to 12-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
Familiarity with Microsoft Windows, Word, and Excel applications; excellent knowledge of digital applications and social media platforms
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
Must successfully pass a background check Preferred Qualifications
Microsoft office applications
Ability to sit for long periods of time
Basic computer skills
Strong written and verbal communication skills
Ability to work in a group/team environment
Appropriate Phone/email etiquette
The ability to follow processes/procedures
Influence and persuasion skills – to educate the customer and drive a call to action and self service
Experience in Fraud, AML, Investigations, Regulatory Requirements, Suspicious Activity Reports, USA Patriot Act, and/or FACTA (Fair and Accurate Credit Transactions Act) available for additional opportunities as well. 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
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