Process Associate (HMS050084)

Job Description - Process Associate (HMS050084)

Process Associate - HMS050084

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!

Responsibilities
become and remain knowledgeable and passionate about leading social media products and community standards; 
have strong interpersonal skills, verbal and written communication skills; 
provide support through a variety of channels, including online chat, emails, instant messaging and phone calls; 
collect advertiser requirements, provide guidance on best practices and apply technology and product knowledge to address advertiser’s business needs; 
act as a point of contact to provide consultative support on agencies and advertisers accounts; 
drive advertiser communications and technical issue resolution, aiming to achieve high level of customer satisfaction; 
educate advertisers on product usage, troubleshoot and resolve complex cases; 
complete the required tasks within the agreed turnaround times and standards of quality; 
escalate issues in accordance with the MSA and this SOW;
have good language requirements
complete and pass all required training provided;

 
Qualifications we seek in you!
Minimum Qualifications / Skills
• Experience or a relevant industry certification in digital marketing, or eCommerce, or B2B/B2C sales, or digital ad sales, or related field; 
• comfortable over the phone and navigating CRM systems; 
• ability to provide exceptional customer support; 
• have strong understanding of social media; 

Preferred Qualifications/ Skills
• preferably have experience working with social media monitoring; 
• preferably have strong IT knowledge; 
• preferably have achieved either a college degree or an equivalent diploma, or studying towards achieving one;
• preferably have experience working with small and medium-sized businesses; 
• preferably have demonstrated success in driving revenue growth and exceeding sales targets; 
• preferably have strong understanding of social media marketing, online advertising sales, campaign management, and customer service; 
• preferably have completed sales or marketing certifications in digital marketing, social media marketing, etc 

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.