Customer Care Process Associate

Ready to shape the future of work?  

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.  

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.  

Inviting applications for the role of Process Associate/Process Developer/Management Trainee- Customer Care 

This position involves managing inbound calls from our premium North American customer base. You will be responsible for delivering top-tier customer service, aiming for first-call resolution and exceeding customer expectations. Success in this role requires strong logical reasoning, effective problem-solving techniques, and the ability to establish a positive connection with customers through engaging conversations. In addition to direct customer interaction, you will also contribute to departmental initiatives by participating in projects and generating reports as required. 

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 

• Ability to maintain high levels of confidentiality and data security standards 
   

Mandate Qualifications/ Skills 

• Bachelor's Degree Mandatory 

• Problem Solving  

• Relevant work experience at a financial institution 

• Demonstrates sound decision making  

• Ability to work in a dynamic, fast paced environment 

• Strong attention to detail 

• Ability to work independently and in a group setting 

• Adaptable to change 

Why join Genpact?  

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation  

• Make an impact – Drive change for global enterprises and solve business challenges that matter  

• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities  

• 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 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.