Customer Care Associate (Non-Voice) Jobs at Genpact Jaipur | Freshers

Job Description

Customer Interaction:

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information 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 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, Marketing, or related fields.

Certifications

Certified Customer Service Representative (CCSR), Certified Data Processor (CDP), ITIL Foundation, Professional Customer Service, Supply Chain Design Certification.

Required Skills

Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support.

Language

English (Required), Proficient - C2.