Associate - Customer Care - Blended 5A

BrightClaim; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

Genpact in Hyderabad seeks a proactive Associate - Customer Care (Blended) to handle inquiries across phone, email, chat, and social media. You will provide accurate product and policy information, resolve complaints, and maintain records in the CRM with SOP adherence.

You\'ll work with technical, billing, and logistics teams to resolve issues, identify upsell opportunities, and contribute to service quality improvements. Bengali and English proficiency are required.

Qualifications

• Bachelor\'s degree in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing.
• Experience in customer service handling multi-channel queries.
• Knowledge of CRM systems and following SOPs to ensure accurate data.

Responsibilities

• Handle customer queries via phone, email, chat, or social media with accurate information.
• Follow SOPs and update customer records in the CRM or databases.
• Resolve issues with collaboration from technical, billing, or logistics teams.
• Maintain high-quality customer interactions and participate in training.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Education

APICS CSCP

ISTQB CTFL

ServiceNow CSMS

PCS Horeca FormPro

SMG/KRC Poland HR

Tools

CRM systems

Job description

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 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

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

Bengali (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

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

Come join the 140,000+ coders, 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.