Process Associate- Customer Care

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 400,000 - 650,000; Full time

Job summary

Genpact Hyderabad is seeking an Associate - Customer Care - Blended to handle multi-channel customer interactions, provide accurate information, and resolve issues while maintaining up-to-date records in the CRM. The role emphasizes customer experience, data management, and collaboration with cross-functional teams to ensure service excellence.

Ideal candidates will manage inquiries across phone, email, chat, and social platforms, contributing to continuous improvement and upsell opportunities.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• CSCP certification is preferred for process and supply chain understanding.
• ISTQB CTFL certification is an added advantage for testing and quality assurance.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information regarding products, services, or policies.
• Resolve customer complaints efficiently and escalate when needed.
• Maintain documentation and update customer records in the CRM.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Prepare reports on customer feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Education

Bachelor's degree

CSCP Certification

ISTQB CTFL

Job description

Associate - 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 front-of front. 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 elevate 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 FormaBeProHoreca FormaBePro, 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

India

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

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. We're an agentic and advanced technology solutions company that runs mission‑critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.