Associate - Customer Care - Blended 5A

Overview

Associate role in Customer Care (Blended) at Genpact, handling customer interactions across channels and supporting service quality and retention.

What you'll do

• 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.

What you'll need

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Certifications: Certified Implementation Specialist - Customer Service Management - ServiceNow; Professional Customer Service (PCS) - Horeca Forma Be Pro; Professional Customer Service - SMG/KRC Poland.
• Skills: Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support.
• Language: English (Required), Hindi (Required); Intermediate - B1 proficiency.

Details

• Location: Ahmedabad, India (1401-GIPL: D-9, 13th Floor, Gala Empire).
• Work mode: Blended, Office Work.
• Shift: Flex Time (India).
• Job type: Regular.