Senior Associate - Customer Care, Voice

Sr. Associate - Customer Care - Voice

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.

Job Description

Responsibilities: Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.

• Able to sense other people’s emotions and provide the answer or support based on their needs.

• Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customer accounts through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

• Follow communication procedures, guidelines and policies

• Take the extra mile to engage customers

• Being able to communicate effectively both verbally and in writing.

• Able to sense other people’s emotions and provide the answer or support based on their needs.

• Easy adjust to changing scenarios regarding ways of working. 

• Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.

• Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts);

• Customer service through electronic channels.

• Projecting a positive image of the company and brand.

• Implementing changes using your creativity and focus on process improvement.

• Correct and complete documentation of all customer interactions. Having a good ‘know-how’ of the entire process.

• Using time effectively and prioritize the daily tasks accordingly.

• Sharing with all team members any relevant knowledge obtained through customer interactions.

• Attending training sessions. 

• Arranging working schedules with colleagues flexibly, according to business needs.  

• Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.  

• Providing assistance to new colleagues whenever possible.

• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date

• Able to use tools such excel, word, PowerPoint - as per the business and process requirements. 

Qualifications we seek in you!

Minimum Qualifications / Skills

• Relevant experience in customer service voice role

• Customer Obsessed Mindset – Delivering FCR on interactions with customers

• Demonstrated ability to conduct research, work independently and make decisions with little or no guidance within the ambit of workflow/procedure

• Adaptability to learn new processes, concepts and skills and an eye for detail

• Strong communication both written and verbal, English skills

• Strong interpersonal skills, with the ability to communicate transactional issues correctly and clearly to both internal and external customers

• Keen attention to detail & risk identification

• Ability to effectively manage time, and individually prioritize multiple tasks of competing priority

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Rotating (India)

Why join Genpact?
•    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 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.