Associate - Customer Care - Blended 5A

1401 Genpact India Pvt. Ltd.; Hyderabad; Sur place; INR 350 000 - 550 000; Plein temps

Résumé du poste

Genpact invites applications for Associate - Customer Care - Blended in Hyderabad, India. The role involves handling inquiries across phone, email, chat, and social media with a focus on accurate information and swift resolution.

Responsibilities include adherence to SOPs, updating CRM entries, coordinating with related departments, and maintaining data quality. Opportunities exist to upsell while building positive customer relationships in a dynamic, AI-driven environment.

Qualifications

• Bachelor’s degree or higher in business, communications, hospitality, IT or related field.

Responsabilités

• Handle incoming customer queries via phone, email, chat, or social media and provide accurate information.
• Resolve customer complaints efficiently and escalate when necessary.
• Follow SOPs and update customer records accurately in the CRM.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Maintain high-quality interactions and participate in training to improve knowledge.
• Enter and maintain customer data; prepare reports on feedback and service efficiency.
• Identify upsell/cross-sell opportunities and foster customer relationships.

Connaissances

Customer Care

Communication

Problem Solving

CRM

Formation

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing Certifications CSCP

Outils

ServiceNow

PS - CRM Systems

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.

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 escalation 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 APICS - Certified Supply Chain Professional certification (CSCP)
• American Production and Inventory Control Society (APICS) American Production and Inventory Control Society (APICS) Certified Implementation Specialist - Customer Service Management - ServiceNow ServiceNow
• ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow Informatycznych SJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca FormaBePro Horeca FormaBePro, Professional Customer Service - SMG/KRC Poland Human Resources SMG/KRC Poland Human Resources

Required Skills

Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support Language English Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Blended Remote Type - Office Work Shift - Rotating (India)

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

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 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. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate.

There's a lot to learn here, and room to grow.