Genpact Hiring Customer Care Specialist in Noida | ₹4-6 LPA

Ready to turn bold ideas into real-world impact?

At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming how businesses work, and we are at the forefront. Genpact's AI Gigafactory, our industry-first accelerator, shows how we scale advanced technology to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our solutions address companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, enjoy building and deploying cutting-edge AI solutions, and want to push the boundaries of what is possible, this role is for you.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We use process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we build solutions that transform how businesses run. Our team brings an active learning mindset and a client-centric approach, delivering lasting value for leading enterprises. Learn more at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities:

• Act as the non-technical subject matter expert for designated Intel products, serving as the primary escalation point for Level 2 support.
• Accept and resolve Level 1 non-technical escalations, and escalate unresolved issues to Intel Level 3 Product Support Engineers as needed.
• Simulate customer issues to deliver timely solutions within defined service level agreements.
• Serve as the key liaison with Intel Level 3 Product Support Engineers for product-related escalations and updates.
• Monitor and evaluate agent interactions to ensure adherence to quality standards and product-specific requirements.
• Support QA monitoring across contact types (phone, chat, etc.) and assist in case management reviews.
• Provide mentoring and non-technical training to agents on designated products when process trainers are unavailable.
• Ensure team competency through ongoing training programs, assessments, and collaboration with process trainers.
• Identify recurring customer issues and recommend corrective actions to improve service delivery.
• Assist in generating product-specific reports and performance insights.
• Alert management to potential quality or technical concerns and coordinate additional training as needed.
• Represent the Voice of the Customer and Voice of the Agent to Intel, advocating for improvements and feedback.
• Support process trainers and management with reporting, SOP updates, and other operational tasks.

Why join Genpact?

• Lead AI-powered transformation: Drive innovation and solve real-world business challenges that matter.
• Make an impact: Help global enterprises solve business challenges that matter.
• Accelerate your career: Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead.
• Work with the best: Join 140,000+ bold thinkers and problem-solvers who push boundaries every day.
• Thrive in a values-driven culture: Our courage, curiosity, and incisiveness, built on a foundation of integrity and inclusion, let your ideas fuel progress.

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Genpact does not charge fees to process job applications, and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.