Associate - Customer Care - Non - Voice 5A

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

Job summary

Genpact India Pvt. Ltd. is seeking an Associate - Customer Care - Non-Voice to handle inquiries via phone, email, chat, or social media. You will provide accurate information, resolve issues, and maintain records in the CRM while following SOPs.

You will collaborate with other departments, participate in training, and seek opportunities to improve processes. Proficiency in English (Upper Intermediate - B2) and office-based, rotating shifts in India are required.

Qualifications

• Bachelor's degree in one of the listed disciplines.
• Experience in customer care or service roles is preferred.
• Strong communication and interpersonal skills.
• Proficient English communication; Upper Intermediate (B2) level.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information about products, services, or policies.
• Resolve complaints and escalate when necessary.
• Follow SOPs and document interactions in the CRM.
• Maintain customer records accurately and prepare reports.
• Coordinate with technical support, billing, or logistics as needed.
• Identify upsell opportunities and contribute to process improvements.
• Participate in training sessions to enhance product knowledge.
• Ensure high-quality customer interactions and data accuracy.
• Support cross-functional teams to improve service delivery.

Skills

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

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

• 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 escalated issues when necessary.
• 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.
• 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 customer interactions by adhering to quality standards.
• Participate in training sessions and continuously improve knowledge of products and processes.
• Accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.
• Foster positive relationships with customers to enhance customer loyalty.
• 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

• Claims Resolution
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Online Customer Support

Language

English (Required)

Language Proficiency

Upper Intermediate - B2

Remote Type

Office

Work Shift

Rotating (India)

Job Type

Regular

Master Skill List

Customer Care - Non - Voice

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.