Genpact Hiring Associate Customer Care (Hyderabad) | Non-Voice

About the Role

Genpact is hiring Associates for its Customer Care (Non-Voice) team at the Hafeezpet Phoenix location in Hyderabad. The role is based in the office and follows a rotating work shift.

Key Responsibilities

Customer Interaction: Handle incoming customer queries through phone, email, chat, or social media. Give accurate and timely information about products, services, or policies, resolve complaints efficiently, and escalate issues when needed.

Process Adherence: Follow standard operating procedures (SOPs) and company guidelines to keep service delivery consistent. Keep documentation current and update customer records accurately in the CRM or relevant databases.

Issue Resolution: Analyze customer problems and suggest suitable solutions or alternatives. Work with other departments such as technical support, billing, or logistics to resolve issues.

Quality Assurance: Maintain high-quality interactions by meeting quality standards. Take part in training sessions and keep improving your knowledge of products and processes.

Data Management: Enter and maintain customer data accurately. Prepare reports on customer feedback, issues, and service efficiency.

Customer Retention: Spot opportunities to upsell or cross-sell products and services. Build positive relationships that strengthen customer loyalty.

Feedback and Improvement: Collect customer feedback and pass it on to the relevant teams for product or process improvements. Suggest service process changes based on customer interactions.

Why Join Genpact?

Genpact is an agentic and advanced technology solutions company that uses process intelligence and AI to deliver measurable results for global enterprises. You will get hands-on experience, mentorship, and learning opportunities to grow your career.

Genpact is an Equal Opportunity Employer. Genpact does not charge fees to process job applications, and applicants are never asked to pay to take part in the hiring process.