Associate - Customer Care - Blended_ Freshers

Genpact Ltd.; Dadri, Gurugram District, Delhi; On-site; INR 250,000 - 450,000; Full time

Job summary

Genpact Ltd. in Gurgaon (Work from Office) is seeking an Associate- International Voice to handle customer inquiries via phone, email, chat, or social media. You will provide accurate product information, resolve complaints, and maintain customer records in the CRM system.

The role emphasizes adherence to SOPs, collaboration with other departments, and ongoing knowledge improvements through training. Bachelors/Masters in related fields are encouraged.

Qualifications

• Bachelor’s degree in actuarial science, economics, finance, or risk management.
• Master’s degree in statistics or related field is a plus.
• Strong analytical and numeric skills with attention to detail.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information about products, services, or policies.
• Resolve customer complaints and escalate when needed.
• Maintain documentation and update customer records in CRM systems.
• Identify opportunities to upsell or cross-sell products or services.

Education

Bachelors - Actuarial Science

Bachelors - Economics

Bachelors - Finance

Bachelors - Risk Management and Insurance

Masters - Statistics

Job description

We are inviting applications for the role of Associate- International Voice

Job Location: Gurgaon (Work from Office)

Any graduates is eligible.

Shift: Rotational

Responsibilities

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 - Actuarial Science, Bachelors - Economics, Bachelors - Finance, Bachelors - Risk Management and Insurance, Masters - Statistics

Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation
• Make an impact Drive change for global enterprises and solve business challenges that matter
• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities
• 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets 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.