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

BrightClaim; Dadri; On-site; INR 300,000 - 400,000; Full time

Job summary

Genpact, a leader in AI-driven business solutions, seeks a Sr. Associate - Customer Care - Non-Voice in India. This role concentrates on handling text-based customer inquiries via email, chat, or social platforms from Dadri, Uttar Pradesh, ensuring accurate and timely responses.

You will resolve issues, log interactions in CRM systems, and adhere to SOPs to protect data privacy and quality standards, aiming for top CSAT and FCR scores.

Qualifications

• Customer support fundamentals
• CRM usage
• Communication skills
• Problem solving
• Attention to detail

Responsibilities

• 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, CSAT, and FCR. Participate in

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.
• 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