Associate - Customer Care - Voice 5A

About the role

Genpact is seeking an Associate for Customer Care – Voice to handle inbound customer interactions across multiple channels and ensure high‑quality service delivery.

Key responsibilities

• Handle incoming customer queries via phone, email, chat, or social media and provide accurate information.
• Follow SOPs, maintain documentation, and update customer records in CRM systems.
• Analyze problems, coordinate with technical support, billing, or logistics to resolve issues.
• Adhere to quality standards, participate in training, and continuously improve product knowledge.
• Enter and maintain customer data, prepare reports on feedback and service efficiency.
• Identify upsell/cross‑sell opportunities and foster positive customer relationships.
• Gather customer feedback and suggest process improvements.

Required profile

• Bachelor’s degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Customer Experience Certification (COPC) or Professional Customer Service certification.
• Advanced English proficiency (C1).

Required skills

• Account Maintenance
• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Service
• Insurance Underwriting
• Mortgage Loan Underwriting
• Underwriting Support
• Virtual Administrative Support
• Voice‑User Interface