Sr. Associate - Customer Care - Non - Voice 5B

BrightClaim•Richardson, TX

2d•$31,200 - $39,000•Remote

About The Position

Genpact is seeking a Sr. Associate for Customer Care, focusing on non-voice interactions. This role involves responding to customer queries via email, chat, or social media, resolving issues, documenting interactions, adhering to processes, and meeting performance metrics. The company is at the forefront of AI and digital innovation, using its AI Gigafactory to help global enterprises work smarter and grow faster. Genpact leverages process intelligence and artificial intelligence to deliver measurable outcomes and is powered by a team with an active learning mindset and client centricity.

Requirements

Bachelors - Business Administration
Bachelors - Communication
Bachelors - Hospitality Management
Bachelors - Information Technology
Bachelors - Marketing
Certified Data Processor (CDP) - LinkedIn Learning
ITIL Foundation - Axelos
Professional Customer Service - SMG/KRC Poland Human Resources
Supply Chain Design Certification - LinkedIn Learning
Account Maintenance
Banking Capital Markets
Claims Resolution
Customer Care
Customer Experience (CX)
Customer Journey Mapping
Online Customer Support
English language proficiency - Upper Intermediate - B2

Responsibilities

Respond to customer queries through email, chat, or social media platforms.
Provide accurate, concise, and prompt responses to customer inquiries.
Handle order tracking, cancellations, refunds, and product/service-related issues.
Understand customer concerns and provide first-contact resolution whenever possible.
Escalate complex or unresolved issues to the appropriate team or supervisor.
Maintain detailed records of customer interactions using CRM tools (e.g., Zendesk, Freshdesk, Salesforce).
Log tickets accurately with relevant information and follow-up actions.
Follow SOPs (Standard Operating Procedures) and quality guidelines set by the company.
Ensure compliance with company policies, data privacy, and customer service standards.
Meet or exceed individual performance metrics like TAT (Turnaround Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution).
Participate in quality audits and feedback sessions for continuous improvement.
Work collaboratively with other team members and departments (like tech or logistics) to resolve customer issues.