Associate - Customer Care - Voice 5A

Genpact; Hyderabad; On-site; INR 250,000 - 400,000; Full time

Job summary

Genpact in Hyderabad seeks an Associate for Voice-based Customer Care to handle queries via phone, email, chat and social media. You will provide accurate information, resolve issues, and maintain records in the CRM with strong adherence to SOPs.

The role requires clear English communication, a customer-first mindset, and the ability to collaborate with tech support, billing and logistics teams. Night shift in India is indicated.

Qualifications

• Bachelor's degree in business, communications, hospitality, IT or marketing.
• Experience or certification in customer care or CX preferred.
• Knowledge of CRM and SOP adherence is a plus.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information about products, services or policies.
• Resolve complaints and escalate when needed.
• Follow SOPs and update customer records in CRM.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Maintain data accuracy and prepare simple reports on feedback and service quality.
• Identify upsell/cross-sell opportunities and support customer retention.
• Gather feedback for product/process improvements.

Skills

Customer Care

CX

Online Support

Technical Support

Voice UX

Speech Analytics

Fraud Detection

OLTP

Sales Support

Third Level Support

AI awareness

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Tools

COPC Certification

Job description

Associate - Customer Care - VoiceReady 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 DescriptionCustomer 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCustomer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human ResourcesRequired SkillsAccount 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 InterfaceLanguageEnglish, EnglishLanguage Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - VoiceRemote Type -OfficeWork Shift -Night Job (India)Why join Genpact?Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matterMake an impact – Help global enterprises solve business challenges that matterAccelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay aheadWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome 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.