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  • Wilkes Barre, PA

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Customer Service Agent

Genpact • Wilkes Barre, PA

Posted 7 days ago

Job Snapshot

Degree - High School
Other Great Industries
Customer Service

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Job Description

Customer Service Associate
Function: Operations
Wilkes Barre, PA, USA

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 Service Agent at Wilkes Barre, PA
Job Summary:
A Customer Service advisor is responsible for providing world class customer service to consumer and health care professional with the single objective of delighting the consumers and making that contact with client and their best experience of the day. Nature of consumer contacts can range from simple enquiries about availability of our products to ingredient information to adverse events experienced by our consumer after using our products The CSA is also responsible for documenting all customer interactions in the appropriate data capture system. Your single aim should be to delight the consumers which will include Initiating and/or implementing resolution for all customer requests to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.

Essential Duties and Responsibilities:
• Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback
• Promptly answers, screens, and processes all consumer service requests received through multiple communication channels (phone, e-mail, letter, chat, social media) with strict adherence to confidentiality/privacy agreements and policies and procedures
• Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding
• Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures. Explains complex medical terms/information in lay terms to consumers using scripted responses
• May make outbound calls related to the service request, and/or follow-up to a customer inquiry
• Keeps records of customer interactions and transactions, recording details of inquires comments and actions taken. Documentation needs to be concise, thorough, and accurate following a Good Documentation Practice
• Utilizes automated (or if unavailable, manually) computer software
• Other duties and special projects that are assigned by management
• Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency
• Identify trends in customer satisfaction or dissatisfaction.
• Has prior experience working for digital savvy organizations (e.g. internet, hi-tech and/or start-ups).
• Follow company policies and procedures.
• Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.
• Individual to have the skills to carry out consumer/ HCP outreach programs (examples: Telesales, tele-detailing, conducting surveys)

Minimum Qualifications
• Excellent oral and written communication skills in English, the ability to read and interpret documents such as standard operating procedures, speaks effectively and informatively and respond to customers over the phone, email or by chat.
• Ability to type a minimum of 35 words per minute with a high degree of accuracy while talking, and ability to navigate through multiple systems while responding to the customer's inquiry
• User of social media channels with active accounts (e.g. Facebook, twitter, Instagram, etc.)
• User of digital and smart devices (e.g. smartphones, tablets, and other smart devices)

Required Skills/Competencies:
• Education: High school Diploma
• Level of Experience: 1 year experience in a call center.
• Relevant experience working in medical/pharmaceutical role is preferred but not required.
• Combination of Education and Work experience may be considered.
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 Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job ID: RET000643
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