Associate - Customer Care - Non - Voice 5A

1401 Genpact India Pvt. Ltd.; Jaipur; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Genpact, a global leader in AI-powered transformation, is seeking an Associate for Customer Care - Non‑Voice in India. The role focuses on handling queries via phone, email, chat, or social media, providing accurate information, resolving issues, and maintaining CRM records.

You’ll follow SOPs, coordinate with other departments for effective solutions, and contribute to customer retention through quality service.

Qualifications

• Bachelor and/or certifications related to customer service and business functions.
• Experience or interest in banking/capital markets and customer care.
• Familiarity with SOPs, CRM systems, and data handling.
• English proficiency required; basic to elementary level indicated.

Responsabilités

• Handle incoming customer queries via multiple channels (phone, email, chat, social).
• Provide accurate information regarding products, services, or policies.
• Resolve complaints efficiently and escalate when needed.
• Follow SOPs and maintain customer records in CRM/databases.
• Analyze problems and coordinate with technical, billing, or logistics teams for solutions.
• Ensure high-quality interactions and participate in training to improve knowledge.
• Enter and maintain customer data; prepare feedback and efficiency reports.
• Identify upsell opportunities and foster customer relationships.
• Gather feedback for product/process improvements.

Connaissances

Banking Capital Markets

Customer Care

Formation

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

CCSR Certification

CDP Certification

ITIL Foundation

Professional Customer Service Certification

Supply Chain Design Certification

Description du poste

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 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

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

Banking Capital Markets, Customer Care

Language

English (Required)

Language Proficiency

Elementary - A2

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.

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.