Associate - Customer Care - Voice 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
- Customer Experience Certification (COPC) - COPC Inc.
- Professional Customer Service - SMG/KRC Poland Human Resources
- Account Maintenance
- Banking Capital Markets
- Customer Care
- Customer Experience (CX)
- Customer Service
- Fraud Detection
- Fraud Disputes
- Online Customer Support
- Online Transaction Processing (OLTP)
- Sales Support
- Speech Analytics
- Technical Support
- Third Level Support
- Virtual Administrative Support
- Voice-User Interface
- English (Required)
- Language Proficiency - Proficient - C2
Responsibilities
- Handle inbound and outbound customer calls related to credit and debit card accounts in a professional and timely manner.
- Assist customers with account inquiries, card services, transaction questions, payment-related inquiries, and general account maintenance requests.
- Verify customer identity and maintain account security in accordance with established policies and procedures.
- Provide accurate information regarding products, services, account features, and available self-service options.
- Resolve customer concerns and complaints while delivering a high level of customer satisfaction.
- Research account activity and utilize available tools and systems to identify and resolve customer inquiries.
- Escalate complex issues to appropriate support teams when required.
- Accurately document customer calls and actions taken in designated systems.
- Meet established productivity, quality, compliance, and customer experience standards.
- Maintain confidentiality of customer information and adhere to all applicable regulatory and company policies.
- Support process improvement initiatives, special projects, and additional responsibilities as assigned.
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
