Process Associate

1 day ago

Ayala Alabang, National Capital Region, Philippines Genpact Full time $40,000 - $60,000 per year
Responsibilities
  • Provides prompt and efficient service to the client including the appropriate escalation of any issues.
  • Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
  • Actively seek solutions through logical reasoning
  • Demonstrates strong problem-solving capabilities and assist customers in case of any issues.
  • Serve as an advocate for the user community.
  • Become and remain knowledgeable about products and community standards.
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content.
  • Identify inefficiencies in workflows and suggest solutions.
  • Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site.
  • Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
  • Provide Email/Chat, back-office operations support and troubleshoot, resolve issues and provide third-party app support & testing.
  • Open-ended content labeling, trend identification, and trend sizing. Interpret text and create categories and sub-categories into which to thematically bucket text. Size volume of reports categorized into each bucket.
  • ML model training. Interpret text and select which category a text falls into from a drop down.
  • Classification accuracy assessments. Interpret text and determine whether the category/label used to describe the text is the best fit. If it is not the best fit, reassign to a new category.
Minimum qualifications
  • Diploma/Advanced/Higher/Graduate Diploma in any field.
  • Some degree of further education/college
  • Effective, clear, and professional written communication in English to support clients (Read and write grammatically correct sentences) via Chat, Email, and other support tools
  • Fresh graduate or candidate with experience in service support/related field
  • Must be able to commit to 24 X 7 rotating shift
  • Must be able to work on weekends and public holidays
  • Flexibility to take on multiple tasks, problem-solving/critical thinking skills
  • Demonstrates composure, professional attitude, and technical (Computers, Internet) savvy
  • Ability to stay focused under pressure, prioritizing and managing multiple projects simultaneously in a fast-paced environment.
Preferred qualifications and skills
  • Preferably with technical services support experience
  • English proficiency/reading comprehension
  • Communication (written / insights synthesis and reporting in a presentation)
  • Decision making / critical thinking
  • Analytical skill (trend and insight identification and sizing)
  • Product and technical issue understanding
  • BA/BS in technical discipline or equivalent experience
  • Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, or any similar in-house localization tools and platform that manages and/or automates the translation workflow.
  • Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility
  • Engineering and/or hands-on programming experience

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