Customer Care Associate – Voice

About the role

Join Genpact as a Customer Care Associate handling voice interactions. You will be the first point of contact for customers, delivering accurate information and resolving issues across multiple channels.

Key responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Follow SOPs, maintain accurate records in CRM, and ensure consistent service delivery.
• Analyze problems, coordinate with technical support, billing or logistics, and provide appropriate solutions.
• Maintain high‑quality interactions, participate in training, and continuously improve product knowledge.
• Enter and manage customer data, prepare feedback reports, and identify upsell or cross‑sell opportunities.

Required profile

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

Required skills

• Account Maintenance
• Banking Capital Markets
• Customer Care & Customer Service
• Fraud Detection & Fraud Disputes
• Online Customer Support & OLTP
• Speech Analytics & Voice‑User Interface
• Technical Support & Third Level Support
• English proficiency – Advanced (C1)

What we offer

• Lead AI‑powered transformation and work on innovative projects.
• Make a real impact for global enterprises.
• Accelerate your career with mentorship and world‑class learning.
• Collaborate with 140,000+ bold thinkers and problem‑solvers.
• Thrive in a values‑driven culture focused on integrity and inclusion.