Associate - Customer Care - Non - Voice 5A

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Jaipur; Presencial; INR 279 000 - 469 000; Tempo integral

Resumo da oferta

Genpact is seeking an Associate - Customer Care (Non-Voice) in Jaipur to handle diverse customer interactions across phone, email, chat, and social media. You will provide accurate information, resolve issues, and maintain records in CRM, while following SOPs and driving quality service.

Join a fast-moving, innovation-driven environment where AI solutions reshape how enterprises operate. Grow through hands-on learning, mentorship, and a culture focused on integrity and client success.

Qualificações

• Bachelor's degrees in Business Administration, Communication, Hospitality, IT or Marketing.
• Proven certifications in customer service and related fields.
• Experience in customer support environments is beneficial.

Responsabilidades

• 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 maintain documentation in CRM or relevant databases.
• Analyze customer problems and coordinate with other departments for resolution.
• Ensure high-quality customer interactions by adhering to quality standards.
• Enter and maintain customer data; prepare reports on feedback and service efficiency.
• Identify upsell or cross-sell opportunities and foster customer loyalty.
• Gather customer feedback and relay it to relevant teams for improvements.

Conhecimentos

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Customer Support

Formação académica

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Ferramentas

CCSR - Transman

CDP - LinkedIn Learning

ITIL Foundation - Axelos

SMG/KRC Poland HR Certification

Supply Chain Design Certification - LinkedIn Learning

Descrição da oferta de emprego

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 escalate 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

Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support

Language

English (Required), English (Required)

Language Proficiency

Proficient - C2

Job Type

Regular

Master Skill List

Customer Care - Non - Voice

Remote Type

Office

Work Shift

Day Job (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.

Equal Opportunity Employer

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.

Please do note that Genpact does not charge fees to process job applications and applicants are not