Sr. Associate - Voice Customer Care

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

Job summary

Genpact in India is offering a role as Sr. Associate - Voice Customer Care. You will resolve customer queries, guide through processes, and maintain documentation with focus on accuracy and service quality.

The position requires clear communication skills, empathy across interactions, and the ability to adapt to changing scenarios in a fast-paced, tech-driven environment.

Qualifications

• Customer-obsessed mindset with ability to deliver FCR.
• Ability to work independently within defined workflows.
• Excellent written and verbal English communication.
• Strong attention to detail and risk identification.
• Effective time management and multi-tasking.

Responsibilities

• Sense customers' emotions and provide appropriate support.
• Identify needs and resolve issues with accurate information.
• Handle customer inquiries and orders via electronic channels.
• Build trust through clear, proactive communication.
• Follow procedures, ensuring proper documentation of interactions.
• Collaborate with team and trainers to improve processes.

Skills

Customer obsession

English communication

Decision making

Adaptability

Time management

Tools

Excel

Word

PowerPoint

Job description

At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Sr. Associate - Voice Customer Care

• 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 satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Being 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-date
• Able to use tools such excel, word, PowerPoint - as per the business and process requirements.

Qualifications we seek in you!

Minimum Qualifications / Skills

• Customer Obsessed Mindset - Delivering FCR on interactions with customers
• Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure
• Adaptability to learn new processes, concepts and skills and an eye for detail
• Strong communication both written and verbal, English skills
• Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers
• Keen attention to detail & risk identification
• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority

Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation

Make an impact - Drive change for global enterprises and solve business challenges that matter

Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities

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 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.