Process Associate

Ready to shape the future of work? 
At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE\: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Process Associate, Trust and Safety

In this role, you will support customers in English via Chat, email, and other support tools.

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 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

•    Has 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, analyze 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 labelling, 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.

In the context of this role, individuals may be exposed to explicit content and will need a level of resilience and maturity. Our employees' well-being, health, and safety will be taken care, and we will ensure the necessary support and resources be made available to fulfill the responsibilities of the role.

Qualifications we seek in you

Minimum qualifications

•    Diploma/Advanced/Higher/Graduate Diploma in any field. 

•    Some degree of further education/college

•    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 

•    Required Skills 
o    Exceptional Communication\: Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly and concisely. 
o    Collaborative Mindset\: Proven ability to work effectively in teams, fostering open communication, active listening and constructive feedback. 
o    Analytical Thinking\: Has critical thinking and problem-solving skills, with the capacity to analyze complex information/data, identify patterns, and draw informed conclusions. 

•    Technical Expertise 
o    Troubleshooting\: Proven experience with debugging and troubleshooting techniques, with ability to diagnose and resolve complex technical issues. 
o    Root Cause Analysis\: Skilled in analyzing complex technical problems, identifying root causes, and implementing effective solutions. 
o    Technical Proficiency\: Has technical skills, with in-depth knowledge of relevant technologies, systems, and tools. 

•    Professional Experience 
o    Service Support Experience\: Proven track record of success in service support or related fields, with demonstrated ability to resolve customer issues and improve overall service quality. 
o    C1 English

Preferred qualifications and skills

•    Preferably with service 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

Why join Genpact? 

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation  

• Make an impact – Drive change for global enterprises and solve business challenges that matter 

• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities  

• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day  

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress  
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters\: Up. 
Let's build tomorrow together.

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 respect and integrity, customer focus, and innovation.
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.