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

Genpact; Dadri; On-site; INR 450,000 - 650,000; Full time

Job summary

Genpact in India is hiring a Sr. Associate - Customer Care (Non-Voice) to handle customer queries via email, chat, or social platforms, ensuring accurate, prompt responses and smooth order issue resolution.

You will log interactions in Zendesk, Freshdesk, or Salesforce, follow SOPs and data privacy rules, and work with tech and logistics teams to meet targets like CSAT and FCR while thriving in a night-shift office role in Dadri.

Qualifications

• Bachelor’s degree in a relevant field.
• Proficiency in English with advanced communication skills.
• Experience in non-voice customer support is preferred.
• Familiarity with CRM platforms and ticketing systems.
• Strong problem-solving and multitasking abilities.

Responsibilities

• Respond to customer queries via email, chat, or social media.
• Provide accurate, concise responses and handle order issues.
• Log interactions in CRM and ensure ticket accuracy.
• Follow SOPs, data privacy, and quality guidelines.
• Collaborate with cross-functional teams to resolve issues.
• Aim for high CSAT and low TAT through effective resolutions.

Skills

Customer Care

Non-Voice

English Fluency

CRM Tools

Communication

Education

Bachelors in Business Administration

Bachelors in Communication

Bachelors in Hospitality Management

Bachelors in Information Technology

Bachelors in Marketing

Tools

Zendesk

Freshdesk

Salesforce

Job description

Sr. Associate - Customer Care - Non - VoiceReady 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 DescriptionCustomer 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. Issue Resolution Understand customer concerns and provide first-contact resolution whenever possible. Escalate complex or unresolved issues to the appropriate team or supervisor. 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. 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. 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. Collaboration & Learning Work collaboratively with other team members and departments (like tech or logistics) to resolve customer issues.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified 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 LearningRequired SkillsAccount Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support, Underwriting, Underwriting Analysis, Underwriting SupportLanguageEnglish (Required)Language Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - Non - VoiceRemote Type -OfficeWork 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 progressCome 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.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.