Associate - Customer Care - Voice 5A

Genpact; Dadri; On-site; INR 300,000 - 420,000; Full time

Job summary

Genpact is seeking a focused Associate for Customer Care - Voice to handle customer inquiries across phone, email, chat, and social media from our India office. You will document interactions, follow SOPs, and coordinate with internal teams to resolve issues efficiently.

The role emphasizes accurate data handling, strong product knowledge, and a commitment to quality interactions. Join a global leader driving AI-powered transformation and customer-centric solutions.

Qualifications

• Bachelor’s degree in Business Administration, Communication, Hospitality Management, IT, or Marketing.
• Experience with customer care or contact center environments is favorable.
• Advanced English language proficiency is required.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information on products, services or policies.
• Resolve complaints and escalate when needed following SOPs.
• Maintain and update customer records in CRM systems.
• Identify upsell or cross-sell opportunities to improve customer retention.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Associate - Customer Care - 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.

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 escalatte 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

• Customer Experience Certification (COPC) - COPC Inc.COPC Inc.
• Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

• Account Maintenance
• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Service
• Fraud Detection
• Fraud Disputes
• Online Customer Support
• Online Transaction Processing (OLTP)
• Sales Support
• Speech Analytics
• Technical Support
• Third Level Support
• Virtual Administrative Support
• Voice-User Interface

Language

English (Required)

Language Proficiency -

Advanced - C1

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Night 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.