Sr Associate - Customer Care - Non - Voice 5B

Genpact; Dadri; On-site; INR 201,000 - 312,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care - Non-Voice to handle text-based customer support with focus on accuracy and speed. You will respond via email, chat, and social media, tracking orders, refunds, and service issues in a CRM system.

Role requires strong English communication, experience with Zendesk/Freshdesk/Salesforce, and adherence to SOPs. Night shift in India with opportunity for growth in a dynamic AI-driven environment.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• Experience in customer support tools and processes.
• Proficient in English with strong communication skills.

Responsibilities

• Respond to customer queries via email, chat, or social platforms.
• Resolve issues with first-contact whenever possible; escalate if needed.
• Maintain detailed CRM records and log tickets accurately.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Online Customer Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

Zendesk

Freshdesk

Salesforce

Job description

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. Issue ResolutionUnderstand customer concerns and provide first-contact resolution whenever possible.Escalate complex or unresolved issues to the appropriate team or supervisor.
3. DocumentationMaintain 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 AdherenceFollow SOPs (Standard Operating Procedures) and quality guidelines set by the company.Ensure compliance with company policies, data privacy, and customer service standards.
5. Performance & QualityMeet 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 & LearningWork 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

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.