Process Associate- Customer Care

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

Job summary

Genpact is hiring for an Associate - Customer Care - Non-Voice in India. You will handle customer inquiries, assist in account recovery, and apply process knowledge to resolve issues with a focus on quality service.

The role requires strong English proficiency, ability to work in a rotating shift, and comfort with online tools. Training and growth opportunities are available in a fast-moving AI-enabled environment.

Qualifications

• Bachelors degrees in listed fields.
• Certifications in customer service and ITIL basics.
• Proficient in English and online customer support tools.

Responsibilities

• Respond to customer queries and concerns.
• Provide data collection support to recover end-user accounts.
• Understand client processes and policies deeply.
• Reproduce issues and escalate product bugs.
• Deliver excellent customer service in a team setting.
• Demonstrate critical thinking and analytical ability.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

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 - 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 DescriptionWe are inviting applications for the role of Process Associate/Developer Customer Service In this role you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement. Active user of Internet and online applications. Responsibilities: - Respond to customer queries and customers concern - Provide support for data collection to enable Recovery of the account for end user. - Maintain a deep understanding of client process and policies - Reproduce customer issues and escalate product bugs - Provide excellent customer service to our customers - You should be responsible to exhibit capacity for critical thinking and analysis. - Responsible to showcase proven work ethic with the ability to work well both independently and within the context of a larger collaborative environmentQualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified 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 LearningRequired SkillsAccount Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer SupportLanguageEnglishLanguage Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - Non - VoiceRemote Type -OfficeWork 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 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.