Specialist - 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 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
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer
Experience
Certification (COPC) - COPC Inc.COPC Inc. Required Skills Banking Capital Markets, Customer Care, Customer
Experience
(CX), Customer Service, Online Customer Support, Voice-User Interface Language English (Required) Language Proficiency - Advanced - C1 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. We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.