Sr. Associate - Customer Care - Voice 5B

Genpact; Gurugram District; On-site; INR 350,000 - 500,000; Full time

Job summary

Genpact is seeking a Senior Associate for Customer Care - Voice in India. The role involves handling inbound calls, identifying customer needs, and delivering clear, accurate information.

You will maintain records, resolve issues, and support process improvements while working in a dynamic, training-rich environment. Strong communication skills and a customer-centric mindset are essential; experience with banking-related customer care is a plus.

Qualifications

• Bachelor's degree in business, communications, IT, marketing or related fields.
• Experience in customer care and CX; COPC certification preferred.
• Excellent written and verbal English; ability to handle sensitive information.

Responsibilities

• Answering calls with a clear, controlled voice in English; handle multiple languages as needed.
• Identify customer needs and offer appropriate solutions; build trustful relationships.
• Maintain accurate documentation of all customer interactions and orders.
• Resolve complaints with timely, effective actions and follow-up.
• Utilize MS Office tools; participate in training and process improvements.

Skills

Customer Care

CX

Data Analytics

Fraud Detection

Sales

Technical Support

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in IT

Bachelor's degree in Marketing

Hospitality Management degree

Tools

Excel

Word

PowerPoint

Job description

Sr. Associate - Customer Care - 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 DescriptionResponsibilities: Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.Able to sense other people’s emotions and provide the answer or support based on their needs.Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.Identify and assess customers’ needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionFollow communication procedures, guidelines and policiesTake the extra mile to engage customersBeing able to communicate effectively both verbally and in writing.Able to sense other people’s emotions and provide the answer or support based on their needs.Easy adjust to changing scenarios regarding ways of working.Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts);Customer service through electronic channels.Projecting a positive image of the company and brand.Implementing changes using your creativity and focus on process improvement.Correct and complete documentation of all customer interactions. Having a good ‘know-how’ of the entire process.Using time effectively and prioritize the daily tasks accordingly.Sharing with all team members any relevant knowledge obtained through customer interactions.Attending training sessions.Arranging working schedules with colleagues flexibly, according to business needs.Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.Providing assistance to new colleagues whenever possible.Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-dateAble to use tools such excel, word, PowerPoint - as per the business and process requirements.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCustomer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human ResourcesRequired SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical SupportLanguageEnglish (Required)Language Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - VoiceRemote Type -OfficeWork Shift -Rotating (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.