Process Associate

Genpact (NYSE: G) 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.

Inviting applications for the role of Process Associate, Customer Care

A Tier 1 Customer Service Agent’s job description would include the following:

Responsibilities

• Capable of ensuring policy/legal compliance and safety of content uploaded to the platform;

• Preferably familiar with the social media industry and content moderation practices;

• Flexible to policy changes, shifting schedules and dedicated to standard operating protocols

• Answering customer inquiries via phone, email, chat, or social media

• Assist with Customer issues and providing solutions

• Escalating complex issues to Tiers 2 or 3 support

• Maintaining a positive and professional attitude

• Adhering to company policies and procedures

• Keeping up to date on TikTok's products and services

Tasks:

• Gathering customer feedback and identifying areas for improvement

• Participating in training and development programs

• Supporting marketing and sales initiatives

Qualifications we seek in you!

Minimum Qualifications / Skills

• Bilingual with: Native, Advance (C1) or Upper Intermediate (B2) in at least one of the following languages: Bahasa Indonesia, Vietnamese, Thai, Japanese, Bahasa Malay, Mandarin, Korean, Tagalog, English, Arabic, Romanian, Russian, Turkish, Portuguese, German, French, Italian, Spanish or Polish.

• And English Level Upper Intermediate (B2) or Intermediate (B1)

• Education qualification: Bachelor's degree or an equivalent diploma;

• Excellent communication and customer service skills

• Strong problem-solving and analytical skills

• Ability to work independently and as part of a team

• Ability to work under pressure and meet deadlines

• Proficient in using computer software and applications

Preferred Qualifications/ Skills

• Experience with customer relationship management (CRM) systems

• Experience with troubleshooting technical issues

• Experience with data analysis

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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 respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Schedule: Full-time

Travel: