Associate - Customer Care - Blended 5A
About The Position
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 the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Requirements
- Bachelors - Business Administration
- Bachelors - Communication
- Bachelors - Hospitality Management
- Bachelors - Information Technology
- Bachelors - Marketing
- Account Maintenance
- Customer Care
- Customer Experience (CX)
- Customer Journey Mapping
- Online Customer Support
- English Language Proficiency - Proficient - C2
Nice To Haves
- APICS - Certified Supply Chain Professional certification (CSCP) - American Production and Inventory Control Society (APICS)
- Certified Implementation Specialist - Customer Service Management - ServiceNow
- ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow Informatycznych
- Professional, Customer Service (PCS) - Horeca Forma Be Pro
- Professional Customer Service - SMG/KRC Poland Human Resources
Responsibilities
- Handle incoming customer queries via phone, email, chat, or social media.
- Provide accurate and timely information to customers regarding products, services, or policies.
- Resolve customer complaints efficiently and escalate issues when necessary.
- 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.
- 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 customer interactions by adhering to quality standards.
- Participate in training sessions and continuously improve knowledge of products and processes.
- Accurately enter and maintain customer data.
- Prepare reports on customer feedback, issues, and service efficiency.
- Identify opportunities to upsell or cross-sell products or services.
- Foster positive relationships with customers 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 customer interactions.
Benefits
- The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
