Overview
Job Description
As an Associate in Customer Care (Non-Voice), you will handle customer interactions and ensure high-quality service delivery.
Customer Interaction
- Handle incoming customer queries via email, chat, or social media.
- Provide accurate and timely information to customers regarding products, services, or policies.
- Resolve customer complaints efficiently and escalate issues when necessary.
Process Adherence
- Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery.
- Maintain documentation and update customer records accurately in the CRM or relevant databases.
Issue Resolution
- Analyze customer problems and provide appropriate solutions or alternatives.
- Coordinate with other departments like technical support, billing, or logistics for issue resolution.
Quality Assurance
- Ensure high-quality customer interactions by adhering to quality standards.
- Participate in training sessions and continuously improve knowledge of products and processes.
Data Management
- Accurately enter and maintain customer data.
- Prepare reports on customer feedback, issues, and service efficiency.
Customer Retention
- Identify opportunities to upsell or cross-sell products or services.
- Foster positive relationships with customers to enhance customer loyalty.
Feedback and Improvement
- Gather customer feedback and relay it to relevant teams for product or process improvement.
- Suggest improvements in customer service processes based on customer interactions.
Qualifications
Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
Certifications
Certified Customer Service Representative (CCSR), Certified Data Processor (CDP), ITIL Foundation, Professional Customer Service, or Supply Chain Design Certification are preferred.
Required Skills
- Customer Care
Language
English (Required), proficiency level: Elementary (A2).
Additional Information
Job Type: Regular. Work Shift: Day Job (India). Remote Type: Office.
Why join Genpact?
- Lead AI-powered transformation and drive innovation.
- Make an impact by helping global enterprises solve business challenges.
- Accelerate your career with hands-on experience, mentorship, and world-class learning opportunities.
- Work with the best: join 140,000+ bold thinkers and problem-solvers.
- Thrive in a values-driven culture built on integrity and inclusion.
If an employer asks you to pay any kind of fee, please notify us immediately. Talentd does not charge any fee from applicants and we do not allow other companies to do so.
Key Skills
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Education Requirements
- Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing
Eligible Batch Years
Genpact
Genpact is a global professional services firm that focuses on delivering digital transformation through process innovation and technology. Founded in 1997 as a business unit within General Electric, it became an independent company in 2005 and has since grown into a multinational corporation with a strong presence across industries such as banking, financial services, healthcare, manufacturing, and consumer goods. With over 100,000 employees operating in more than 30 countries, Genpact leverages data, analytics, AI, and design thinking to help clients streamline operations, enhance customer experiences, and drive business growth.
The company's mission is to help businesses make the right decisions through intelligent operations and digital solutions. Genpact is recognized for its expertise in business process management (BPM), consulting, and technology-enabled services, and has built a reputation for delivering measurable outcomes. Recent achievements include expanding its AI-driven platforms, strengthening partnerships with cloud providers, and being consistently ranked among top outsourcing and transformation service providers globally.
Company Details
Connect With Us
Websitegenpact.com