Associate - Customer Care - Voice 5A

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care (Voice) in Hyderabad to handle customer inquiries across channels, resolve issues, and maintain data accuracy. You will contribute to process improvements and upsell opportunities while adhering to SOPs and quality standards.

The role involves night shift, working in-office, with exposure to AI-driven customer service initiatives and collaboration with cross-functional teams to deliver exceptional service.

Qualifications

• Bachelors degree in Business Administration, Communication, Hospitality Management, Information Technology, or related field.
• COPC Customer Experience certification is a plus.
• Professional Customer Service background, with emphasis on guest or client interactions.

Responsibilities

• Customer Interaction: Handle incoming queries via phone, email, chat, or social media and provide accurate information.
• Process Adherence: Follow SOPs and update customer records in CRM with accuracy.
• Issue Resolution: Analyze problems and coordinate with other departments to resolve.
• Quality Assurance: Maintain high-quality interactions and participate in training to improve knowledge.
• Data Management: Enter and maintain customer data and prepare feedback reports.
• Customer Retention: Look for upsell/cross-sell opportunities and nurture relationships.
• Feedback and Improvement: Relay customer feedback to teams for product/process improvements.

Skills

Customer Care

Customer Service

Voice Support

English Proficiency

Speech Analytics

Online Support

Fraud Detection

Third Level Support

Sales Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

COPC Certification (Customer Experience)

SMG/KRC Poland Human Resources

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. 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 escal…

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
• English Language Proficiency - Advanced - C1

Additional Job Location - 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.