Associate - Customer Care - Blended 5A

1401 Genpact India Pvt. Ltd.; Ahmedabad District; Sur place; INR 300 000 - 420 000; Plein temps

Avantages offerts par ce poste

Genpact is an Equal Opportunity Emp

Office-based role with flexible shift

Résumé du poste

Genpact Ltd. is hiring an Associate - Customer Care - Blended in India. You will handle queries across phone, email, chat, and social media, delivering accurate product and policy information while maintaining CRM data integrity.

The role emphasizes resolving issues, following SOPs, and collaborating with technical and billing teams to ensure high customer satisfaction. Office-based, with a flexible shift layout in India.

Qualifications

• Bachelor-level or higher education in business, communications, hospitality, IT, or marketing.
• Certifications in customer service management or professional service excellence are a plus.

Responsabilités

• Handle customer queries via phone, email, chat or social media.
• Provide accurate information about products, services, or policies.
• Resolve complaints and escalate when needed.
• Follow SOPs and company guidelines for consistent service.
• Maintain and update customer records in CRM or databases.
• Collaborate with technical, billing, or logistics teams for issue resolution.
• Contribute to data-driven improvements from customer feedback.

Connaissances

English (Required)

Hindi (Required)

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Formation

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Certified Implementation Specialist - Customer Service Management - ServiceNow

Professional, Customer Service (PCS) - Horeca FormaBePro

Professional Customer Service - SMG/KRC Poland

Description du poste

Associate - Customer Care - Blended

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• 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

Job Description

• Customer Interaction: Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information to customers regarding products, services, or policies.
• Resolve customer complaints efficiently and elevate issues when necessary.
• Process Adherence: Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Issue Resolution: Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Quality Assurance: Ensure high-quality customer interactions by adhering to quality standards.
• Participate in training sessions and continuously improve knowledge of products and processes.
• Data Management: Accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.
• Customer Retention: Identify opportunities to upsell or cross‑sell products or services.
• Foster positive relationships with customers to enhance customer loyalty.
• Feedback and Improvement: Gather customer feedback and relay it to relevant teams for product or process improvement.
• Suggest improvements in customer service processes based on customer interactions.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• Certifications Certified Implementation Specialist - Customer Service Management - ServiceNow
• Professional, Customer Service (PCS) - Horeca FormaBePro
• Professional Customer Service - SMG/KRC Poland

Required Skills

• Account Maintenance
• Banking Capital Markets
• Claims Resolution
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Online Customer Support
• Language English (Required)
• Hindi (Required)
• Language Proficiency - Intermediate - B1

Additional Job Location

Job Type Regular

Master Skill List - Customer Care - Blended

Remote Type - Office Work

Shift - Flex Time (India)

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.