Associate - Customer Care - Non - Voice 5A

Genpact Ltd.; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Genpact Ltd. invites you to join our Customer Care - Non-Voice team in Hyderabad. You will handle inquiries via phone, email, chat, and social media, delivering accurate product information and resolving issues promptly.

Ideal candidates hold a Bachelor's degree across business, communication, hospitality, IT, or marketing, with English proficiency (B2) and a customer-first mindset. This office-based role offers exposure to SOPs, CRM updates, and opportunities to upsell.

Qualifications

• Bachelor's degree in a related field
• Strong written and verbal communication skills
• Customer-focused and problem-solving mindset
• Familiarity with CRM systems and data entry processes
• English proficiency (B2) required

Responsibilities

• 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 escalate issues when necessary.
• Follow SOPs and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Ensure high-quality interactions by adhering to quality standards.
• Enter and maintain customer data; prepare reports on feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.
• Gather customer feedback and relay it to relevant teams for process improvement

Skills

Customer Care

Customer Journey Mapping

Online Customer Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Associate - Customer Care - Non - Voice

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 escape 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 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 Learning

Required Skills

• Customer Care
• Customer Journey Mapping
• Online Customer Support

Language

English (Required)

Proficiency - Upper Intermediate - B2

Additional Job Details

• Additional Job Location
• Job Type Regular
• Master Skill List - Customer Care - Non - Voice
• 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 or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations.

Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. 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.