Specialist - Customer Care - Blended 4A

BrightClaim; Hyderabad; On-site; INR 300,000 - 450,000; Full time

Job summary

Genpact in India is seeking a Specialist - Customer Care - Blended to handle inbound and outbound calls, resolve queries, and maintain records using CRM tools.

You will stay updated on product knowledge and policies while meeting SLAs and performance metrics in a night shift. This role offers exposure to AI-driven customer care solutions and opportunities to grow within a global digital-first organization.

Qualifications

• Bachelor's degree in business, communication, hospitality, IT or marketing.
• Experience with customer care or CX roles is preferred.
• Familiarity with CRM platforms and data analytics helpful.

Responsibilities

• Handle inbound customer calls to address inquiries and resolve issues.
• Make outbound calls to follow up on requests and generate sales leads.
• Maintain accurate records of interactions using CRM tools.
• Collaborate to meet service levels and exceed performance metrics.
• Stay updated on product knowledge and company policies.

Skills

Customer Care

Customer Experience (CX)

CRM

Data Analytics

Generative AI

Online Customer Support

Voice-User Interface

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Tools

CRM tools

Job description

Specialist - 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

Data Quality Analyst & SMEs

Responsibilities: Handle inbound customer calls to address inquiries, resolve issues, and provide accurate information across products and services. Make outbound calls to follow up on customer requests, promote offerings, and generate qualified sales leads. Maintain detailed and accurate records of customer interactions and transactions using CRM tools. Collaborate with team members to meet service level agreements and exceed performance metrics. Identify and elevate priority issues to management to ensure timely and effective resolution. Stay updated on product knowledge, company policies, and industry trends to deliver informed and consistent customer support.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Customer Service Representative (CCSR) - TransmanTransman, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.

Required Skills

Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Relationship Management (CRM), Customer Service, Customer Service Analytics, Data Analytics, Data Literacy, End to End Management, Generative AI, Internet Businesses, Onboarding, Online Customer Support, Online Transaction Processing (OLTP), Software Industry, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface

Language

English, English

Language Proficiency -

Advanced - C1

Job Type

Regular

Master Skill List -

Customer Care - Blended

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.