Sr. Associate - Customer Care - Non - Voice 5B

1401 Genpact India Pvt. Ltd.; Dadri; On-site; INR 420,000 - 600,000; Full time

Job summary

Genpact India Pvt. Ltd. invites applications for a Senior Associate - Customer Care (Non-Voice) based in Uttar Pradesh. The role focuses on text-based support via email, chat, and social platforms, resolving customer inquiries and handling orders, refunds, and service issues.

You'll maintain detailed CRM records, follow SOPs, and strive for high CSAT and FCR while collaborating with cross-functional teams in a fast-moving, innovation-driven environment.

Qualifications

• Customer queries via email, chat, or social platforms with accurate, concise, prompt responses.
• Maintain CRM records with detailed notes and follow-up actions.
• Adhere to SOPs, data privacy, and customer service standards.

Responsibilities

• Respond to customer queries through email, chat, or social media platforms.
• Provide accurate, concise, and prompt responses to customer inquiries.
• Handle order tracking, cancellations, refunds, and product/service-related issues.
• Log tickets accurately and follow-up per CRM guidelines.
• Meet or exceed performance metrics like TAT, CSAT, and FCR.
• Collaborate with tech or logistics teams to resolve issues.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Underwriting

Underwriting Analysis

Underwriting Support

English Proficiency (Advanced)

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

ITIL Foundation

Certified Data Processor (CDP)

Tools

Zendesk

Freshdesk

Salesforce

Job description

Sr. Associate - Customer Care - Non - Voice

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. Customer Support (Text-based) Respond to customer queries through email, chat, or social media platforms. Provide accurate, concise, and prompt responses to customer inquiries. Handle order tracking, cancellations, refunds, and product/service-related issues.
2. 2. Issue Resolution Understand customer concerns and provide first-contact resolution whenever possible. Escalate complex or unresolved issues to the appropriate team or supervisor.
3. 3. Documentation Maintain detailed records of customer interactions using CRM tools (e.g., Zendesk, Freshdesk, Salesforce). Log tickets accurately with relevant information and follow-up actions.
4. 4. Process Adherence Follow SOPs (Standard Operating Procedures) and quality guidelines set by the company. Ensure compliance with company policies, data privacy, and customer service standards.
5. 5. Performance & Quality Meet or exceed individual performance metrics like TAT (Turnaround Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution). Participate in quality audits and feedback sessions for continuous improvement.
6. 6. Collaboration & Learning Work collaboratively with other team members and departments (like tech or logistics) to resolve customer issues.

Qualifications

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

Required Skills Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support, Underwriting, Underwriting Analysis, Underwriting Support

Language English (Required) Language Proficiency - Advanced - C1

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Non - Voice 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.