Process Associate Customer Care Jobs at Genpact Hyderabad | Freshers Eligible

Job Description

As an Associate in Customer Care, you will handle customer interactions across multiple channels and ensure a high-quality service experience.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information regarding products, services, or policies.
• Resolve complaints efficiently and escalate issues when necessary.
• Follow standard operating procedures and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Ensure high-quality interactions by adhering to quality standards.
• Participate in training sessions and continuously improve product and process knowledge.
• Accurately enter and maintain customer data and prepare reports on feedback, issues, and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.
• Foster positive relationships to enhance customer loyalty.
• Gather customer feedback and relay it to relevant teams for product or process improvement.
• Suggest improvements in customer service processes based on interactions.

Qualifications

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

Certifications (Preferred)

• APICS Certified Supply Chain Professional (CSCP)
• ServiceNow Certified Implementation Specialist - Customer Service Management
• ISTQB Certified Tester Foundation Level (CTFL)
• Professional Customer Service (PCS) - Horeca Forma Be Pro
• Professional Customer Service - SMG/KRC Poland Human Resources

Required Skills

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

Language

English (Advanced - C1)

Work Environment

Office-based role with rotating shifts (India).