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 Language Proficiency - Upper Intermediate - B2
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
- 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 - allow your ideas to fuel progress
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
