Sr. Associate - Customer Care - Blended 5B

1401 Genpact India Pvt. Ltd.; Jharsa; On-site; INR 350,000 - 500,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care in blended mode in India. You will manage inbound and outbound interactions across voice, email, and chat to resolve inquiries and scheduling needs, while adhering to SOPs and quality guidelines.

You will log detailed CRM records, collaborate with cross-functional teams, and work to meet CSAT, TAT, AHT, and quality KPIs in a dynamic, innovation-driven environment.

Qualifications

• Bachelor degrees in listed fields and relevant certifications.
• Certifications in customer service and process governance are a plus.
• Proficient in English with advanced language skills.

Responsibilities

• Manage inbound and outbound interactions across voice, email, and chat.
• Provide support for order-related inquiries and service issues.
• Resolve customer issues with empathy and efficiency, aiming for first contact resolution.
• Maintain detailed CRM records of interactions, actions and resolutions.
• Collaborate with cross-functional teams and follow SOPs and compliance.

Skills

Banking Capital Markets

Customer Care

Customer Experience

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Education

Business Admin

Communications

Hospitality Mgmt

Information Tech

Marketing

Tools

ServiceNow

ISTQB CTFL

Horeca FormaBePro

Cornerstone

Job description

Sr. 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 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

1. Manage both inbound and outbound interactions across voice, email, and chat platforms to address customer queries effectively Provide support for order-related inquiries, schedule services, account questions, or general product/service issues
2. Resolve customer issues with empathy and efficiency, aiming for first-contact resolution whenever possible For specific processes like payment collection, negotiate payment plans and resolve billing disputes when required
3. Maintain detailed records of interactions in CRM systems, logging inquiries, actions, and resolutions clearly and accurately
4. Collaborate with cross-functional teams to resolve complex issues, escalating when necessary Use feedback loops to help improve product, process, or service delivery
5. Follow SOPs, quality guidelines, and compliance protocols throughout customer interactions
6. Meet defined KPIs such as customer satisfaction (CSAT), turnaround time (TAT), AHT, and quality scores Provide insights or feedback on recurring issues to help refine processes or knowledge base documentation
7. Stay updated on products, services, policies, and tools to deliver accurate support. Contribute to building or updating self-help documents or FAQs for faster resolution

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications 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, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Data Management, Online Customer Support

Language / Additional Info

Language English (Required) 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.

Equal Opportunity Employer Statement

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.

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.