Associate - Customer Care - Non - Voice 5A

Genpact; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Genpact in Gurugram, India is seeking an Associate - Customer Care (Non-Voice) to support hardship and customer assistance processes. You will review documentation, maintain records in systems, and ensure timely processing while upholding confidentiality and professionalism.

Responsibilities include monitoring case queues, escalating complex issues, and ensuring adherence to governance and regulatory requirements.

Qualifications

• Bachelors degrees in business, communications, hospitality, IT or marketing.
• Certifications in customer service and process management.
• Experience with customer care and support processes is preferred.

Responsibilities

• Support administrative activities associated with hardship and customer assistance processes.
• Review, validate, and process customer documentation in accordance with hardship procedures and guidelines.
• Maintain accurate and up-to-date customer records, case notes, and supporting documentation within relevant systems.
• Assist in the administration and tracking of hardship requests to ensure timely processing and resolution.
• Identify missing information or documentation requirements and coordinate with relevant stakeholders to support case progression.
• Ensure all customer information is handled with confidentiality and professionalism.
• Monitor workload and case queues to ensure activities meet service levels.
• Escalate exceptions, processing issues, risks, or complex cases per governance procedures.
• Support compliance with internal policies, regulatory requirements, and process controls relating to hardship administration.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Customer Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

CCSR - Transman

CDP - LinkedIn Learning

ITIL Foundation - Axelos

Professional Customer Service - SMG/KRC Poland HR

Supply Chain Design Certification - LinkedIn Learning

Job description

Associate - Customer Care - Non - VoiceReady 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 DescriptionResponsibilities: Key ResponsibilitiesSupport administrative activities associated with hardship and customer assistance processes.Review, validate, and process customer documentation in accordance with established hardship procedures and operational guidelines.Maintain accurate and up-to-date customer records, case notes, and supporting documentation within relevant systems.Assist in the administration and tracking of hardship requests to ensure timely processing and resolution.Identify missing information or documentation requirements and coordinate with relevant stakeholders to support case progression.Ensure all customer information is handled with a high degree of confidentiality and professionalism.Monitor workload and case queues to ensure activities are completed within agreed service levels and operational targets.Escalate exceptions, processing issues, risks, or complex cases in accordance with established governance procedures.Support compliance with internal policies, regulatory requirements, and process controls relating to hardship administration.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Customer Service Representative (CCSR) - TransmanTransman, Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, ITIL Foundation - AxelosAxelos, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, Supply Chain Design Certification - LinkedIn LearningLinkedIn LearningRequired SkillsAccount Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer SupportLanguageEnglish (Required)Language Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - Non - VoiceRemote Type -OfficeWork Shift -Flex Time (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 progressCome 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.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.