Associate - Customer Care - Blended

About Genpact

Genpact is a global professional services company specializing in digital transformation by integrating lean principles, design thinking, analytics, and digital technologies with domain expertise. Serving Fortune Global 500 clients worldwide, Genpact leverages AI and process intelligence to drive business innovation and transformation, operating in over 20 countries with a team exceeding 77,000 employees.

Role Overview

We are hiring an Associate for Customer Care situated in Hyderabad. This role involves managing customer interactions through multiple channels, ensuring top-quality service by adhering to company policies and processes while contributing to customer satisfaction and retention.

Key Responsibilities

• Handle incoming customer inquiries via phone, email, chat, or social media platforms.
• Deliver timely and precise information about products, services, and policies to customers.
• Effectively resolve customer concerns and escalate complex issues when required.
• Adhere to Standard Operating Procedures and official guidelines to maintain consistent service standards.
• Maintain and update detailed customer records in CRM or related databases accurately.
• Analyze and troubleshoot customer problems, coordinating with technical support, billing, or logistics teams as needed.
• Ensure high-quality interactions by following quality assurance norms.
• Participate actively in training programs to enhance product knowledge and service skills.
• Manage data diligently and generate reports on customer feedback, issue resolution, and service efficiency.
• Identify upselling and cross-selling opportunities to improve customer retention.
• Build and sustain positive relationships with customers to strengthen loyalty.
• Gather and communicate customer feedback for continuous product and process enhancements.
• Propose improvements in customer service based on engagement insights.

Educational Qualifications

• Bachelor’s degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.

Why Join Genpact?

• Lead transformation by working with cutting-edge AI, automation, and digital innovations.
• Make a significant impact by addressing critical business challenges for global clients.
• Advance your career with mentorship, practical experience, and ongoing learning opportunities.
• Collaborate with over 140,000 innovative professionals committed to pushing boundaries.
• Thrive in a culture grounded on courage, curiosity, integrity, and inclusion.

Equal Opportunity and Ethical Hiring

Genpact offers equal employment opportunities without discrimination on the basis of race, age, gender, religion, disability, or other protected characteristics. The hiring process is free of any charges, and candidates should beware of fraudulent schemes requesting payments for job applications or resources.