Genpact is hiring for the role of Customer Relations Associate!

Responsibilities of the Candidate:

• Handling customer/sales requests and providing information to customers via e-mails/phone
• Provide prompt, efficient, and satisfactory responses to customer inquiries on contracts/order status and billing/invoicing corrections
• Handling customer inquiries related to returns, processing return requests, ensuring adherence to return policies, resolving customer issues, and working towards customer satisfaction
• Coordinating the processing of credits and product replacement with the internal team and vendors
• Liaising and pursuing with end clients, internal team, carriers, and vendors to address concerns and questions about order fulfilment, shipment tracking and refunds
• Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
• Updating ERP regarding customer details, order details, supplies, pricing etc.
• Follow-up on pending items with logistics / supply chain team for order delivery status
• Gathering information from logistics partners and informing customers regarding coordinating with demand control team to obtain availability dates of short / unavailable items on customer’s order
• Track end to end status of order and share real time updates with the customer
• Own SLA/KPI and ensure daily TAT and accuracy targets are met
• Coordinating with shipping facilities to get the product shipped to customer
• Coordinating with carrier team to obtain periodic status of the load (pickup / in transit / delivery)
• Order track and trace when shipped out of the shipping facility, and share real time updates with the customer
• Communicating with the warehouse and forwarders and efficiently manage the delivery process to ensure return of goods to the final recipient

Requirements:

• Any graduate
• Industry Experience - Services or hi-tech industry