Overview
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).
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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