Associate - Customer Care - Non - Voice 5A

Overview

Handle customer queries and service interactions for Genpact's Customer Care (Non-Voice) team, delivering accurate, timely support across channels.

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

• Bachelors in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Certifications: Certified Customer Service Representative (CCSR) - Transman; Certified Data Processor (CDP) - LinkedIn Learning; ITIL Foundation - Axelos; Professional Customer Service - SMG/KRC Poland Human Resources; Supply Chain Design Certification - LinkedIn Learning.
• Required skills: Customer Care, Customer Journey Mapping, Online Customer Support.
• Language: English, Upper Intermediate (B2) (Required).

Details

• Location: Hafeezpet Phoenix, Hyderabad, India (Floors 1 to 12).
• Job type: Regular.
• Work mode: Office.
• Work shift: Rotating (India).