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

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Dadri; On-site; INR 350,000 - 520,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care - Non-Voice to join our office-based team in India. You will respond to customer queries across email, chat, and social platforms, aiming for accurate, prompt outcomes and first-contact resolution.

Leverage CRM tools to document interactions, adhere to SOPs, and drive metrics like CSAT and FCR. The role involves collaboration with tech and logistics teams to resolve issues efficiently.

Qualifications

• Bachelor's degree in a relevant field as listed in the qualifications.
• Strong written and verbal communication skills in English.
• Exposure to customer care and service standards is desirable.

Responsibilities

• Respond to customer queries via email, chat, or social media platforms.
• Provide accurate, concise, and prompt responses to inquiries.
• Handle order tracking, cancellations, refunds, and product/service issues.
• Understand concerns and provide first-contact resolution when possible.
• Escalate complex issues to the appropriate team or supervisor.
• Maintain detailed records of interactions using CRM tools and log tickets accurately.
• Follow SOPs and ensure data privacy and service standard compliance.
• Meet performance metrics like TAT, CSAT, and FCR; participate in quality audits.
• Collaborate with other teams to resolve customer issues.

Skills

Customer Care

Online Customer Support

Customer Experience

Customer Journey Mapping

Account Maintenance

Underwriting

Underwriting Analysis

Underwriting Support

Banking Capital Markets

Claims Resolution

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

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

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.

Issue Resolution

• Understand customer concerns and provide first-contact resolution whenever possible.
• Escalate complex or unresolved issues to the appropriate team or supervisor.

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.

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.

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.

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

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

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.