Sr. Associate - Customer Care - Sales & Support 5B

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 300,000 - 550,000; Full time

Job summary

Genpact Sr. Associate - Customer Care - Sales & Support is a key role in our AI-driven delivery model in Hyderabad, India. You will supervise call center agents, optimize processes, and drive customer satisfaction on high-value interactions.

You will analyze performance data, train teams, and collaborate across departments to resolve complex issues, contributing to scalable, measurable outcomes for global enterprises.

Qualifications

• Bachelor’s or master’s degree in business, marketing or related field.
• Strong communication skills and data-driven problem solving.
• Experience with customer care operations and analytics tools.

Responsibilities

• Manage and monitor daily activities of call center agents to ensure high productivity and consistent service quality.
• Support procedures and policies to optimize operational efficiency and customer satisfaction.
• Analyze call center data and performance metrics to identify trends and opportunities for improvement.
• Train and coach agents to enhance skills and maintain service standards.
• Handle escalated inquiries with professionalism and timely resolution.
• Collaborate with internal teams to resolve complex issues and improve service delivery.
• Generate performance reports and present findings to management for decision-making.

Skills

Content Management

Content Management Systems

Customer Care

Data Analytics

Data Consulting

Data Science

Data Tools

Google Analytics

Help Desk Support

Invoice Payments

Marketing Analytics

Microsoft Office

Salesforce (Software)

Social Media Language Proficiency

Education

Bachelor - Business Administration

Bachelor - Communication

Bachelor - Marketing

Bachelor - Sales

Masters - Marketing

Certification Certified Implementation Specialist - Customer Service Management - ServiceNow

ITIL Foundation - Axelos

Professional

Customer Service (PCS) - Horeca FormaBeProHoreca FormaBePro

Professional Customer Service - SMG/KRC Poland Human Resources

STI Certified Call Center Professional (CCCP) - Cornerstone

Job description

Sr. Associate - Customer Care - Sales & Support

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.

Responsibilities

• Manage and monitor daily activities of call center agents to ensure high productivity and consistent service quality.
• Support the development and implementation of procedures and policies to optimize operational efficiency and customer satisfaction.
• Analyze call center data and performance metrics to identify trends, gaps, and opportunities for improvement.
• Train and coach agents to enhance their skills, improve performance, and maintain service standards.
• Handle escalated customer inquiries with professionalism, ensuring timely and effective resolution.
• Collaborate with internal departments to resolve complex customer issues and improve overall service delivery.
• Generate performance reports and present findings to management to support operational decision‑making.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Marketing
• Bachelors - Sales
• Masters - Marketing
• Certifications Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
• ITIL Foundation - AxelosAxelos
• Professional
• Customer Service (PCS) - Horeca FormaBeProHoreca FormaBePro
• Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources
• STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills

• Content Management
• Content Management Systems (CMS)
• Customer Care
• Data Analytics
• Data Consulting
• Data Science
• Data Tools
• Google Analytics
• Help Desk Support
• Invoice Payments
• Marketing Analytics
• Microsoft Office
• Salesforce (Software)
• Social Media Language English Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Sales & Support 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.