Associate - Customer Care - Non - Voice 5A

Genpact; Kolkata District; On-site; INR 300,000 - 450,000; Full time

Job summary

Genpact is seeking a dedicated Customer Support professional to handle inquiries via phone, email, chat, or social media. You will follow SOPs, update CRM records, and coordinate with technical, billing, or logistics teams to resolve issues.

The role includes data reporting and opportunities to upsell, all while maintaining high-quality customer interactions. English language proficiency is required, and a rotating office shift in India is part of the role.

Qualifications

• Bachelor's degree from the fields listed or equivalent.
• Certifications in customer service or process improvement are preferred.
• Experience with CRM and accurate data entry in databases.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media and provide accurate information.
• Follow SOPs and update customer records in CRM.
• Analyze problems and coordinate with technical support, billing, or logistics to resolve issues.
• Maintain data quality and prepare reports on feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products to foster loyalty.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Claims Resolution

English (Required)

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

CCSR Certification

CDP Certification

ITIL Foundation

Professional Customer Service

Supply Chain Design Certification

Tools

Job description

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

Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support Language English (Required) Language Proficiency - Upper Intermediate - B2 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

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 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.

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.