Senior Associate, AI-Driven Customer Care (Non-Voice)

Genpact Ltd.; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

Genpact Ltd. is seeking a Sr. Associate - Customer Care (Non-Voice) in the United States. You will respond to customer queries via email, chat, or social media, delivering accurate and timely answers while managing orders, cancellations, and refunds.

You'll maintain detailed CRM records, adhere to SOPs and data privacy guidelines, and strive for high CSAT, FCR, and efficient TAT metrics through collaboration with tech and logistics teams.

Qualifications

• Bachelor’s degree in a business or communications related field.
• Proven ability to handle customer queries via email/chat/social platforms.
• Experience with CRM tools and data privacy guidelines is preferred.

Responsibilities

• Respond to customer queries through email, chat, or social media platforms.
• Provide accurate, concise, and prompt responses to inquiries.
• Handle order tracking, cancellations, refunds, and product/service issues.
• Log tickets in CRM systems accurately and follow up on actions.

Skills

Account Maintenance

Customer Care

Online Customer Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Tools

Zendesk

Freshdesk

Salesforce

Job description

Genpact Ltd. is seeking a Sr. Associate - Customer Care (Non-Voice) in the United States. You will respond to customer queries via email, chat, or social media, delivering accurate and timely answers while managing orders, cancellations, and refunds.

You'll maintain detailed CRM records, adhere to SOPs and data privacy guidelines, and strive for high CSAT, FCR, and efficient TAT metrics through collaboration with tech and logistics teams.