Process Associate- Customer Care

Genpact Ltd.; Hyderabad; On-site; INR 279,000 - 502,000; Full time

Job summary

Genpact Ltd. is hiring for a Process Associate in Customer Care. The role involves handling inquiries via multiple channels, delivering accurate information, and resolving issues with a focus on customer satisfaction.

You will follow SOPs, maintain records, and collaborate with other departments to ensure smooth service delivery while contributing to continuous improvement and data-driven insights.

Qualifications

• Bachelor’s degree or higher in a relevant field.
• Excellent English communication skills (spoken and written).
• Customer-care experience preferred, in BPO or shared services.

Responsibilities

• Handle customer queries via phone, email, chat, and social media.
• Provide accurate product/service information and resolve complaints.
• Follow SOPs and update customer records in CRM.
• Coordinate with technical, billing, and logistics teams for issue resolution.
• Produce reports on customer feedback and service efficiency.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Account Maintenance

Banking Capital Markets

Claims Resolution

Education

Bachelor's degree

Business Administration

Communications

Hospitality Management

Tools

CRM systems

MS Office

Job description

## Process Associate- Customer CareApply: Office: 1401-G-India: Floor 1 to 12, Hafeezpet Phoenix, Hyderabad: Full time: Posted Today: End Date: October 30, 2026 (30+ days left to apply): HIG026725Associate - Customer Care - Blended**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**Responsibilities:- 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 escalate issues when necessary.- Process Adherence: Follow standard operating procedures (SO Ps) 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**APICS - Certified Supply Chain Professional certification (CSCP) - American Production and Inventory Control Society (APICS)American Production and Inventory Control Society (APICS), Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources**Required Skills**Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support**Language**English**Language Proficiency -**Advanced - C1**Additional Job Location -****Job Type**Regular**Master Skill List -**Customer Care - Blended**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 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. 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.