Process Associate - Customer Care

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 , [Researcher Support Agent] Customer Service
We are seeking a confident and customer-focused Research Support Agent to support authors and reviewers throughout their publishing journey. As the first point of contact, you will ensure a seamless experience across manuscript submission, peer review, and post-submission processes. 
This role combines strong communication skills, technical troubleshooting, and analytical problem-solving. It offers an excellent opportunity to contribute to global research initiatives while developing expertise in publishing systems within a collaborative and international environment.
Responsibilities
•    Provide professional support via email, chat, and phone, managing queries from start to resolution
•    Troubleshoot system-related issues; escalate complex cases appropriately to ensure a high-quality customer experience
•    Develop deep knowledge of publishing platforms, workflows, and internal tools
•    Identify trends and recurring issues, recommending improvements 
•    Understand customer roles and end-to-end journeys to deliver proactive support and promote relevant services
•    Accurately document interactions and contribute to system updates and testing activities
•    Collaborate with internal teams and stakeholders to achieve KPIs and share best practices

Qualifications we seek in you!
Minimum Qualifications
•    Minimum of a bachelor’s degree in any graduation.
Preferred Qualifications/ Skills
•    Relevant year of experience in customer service, publishing operations, or a related field
•    Strong written and verbal communication skills in English (minimum B2 proficiency)
•    Proficiency in Microsoft Excel, PowerPoint, and Word
•    Analytical, solution-oriented, and well-organized with strong attention to detail
•    Ability to manage multiple priorities in a fast-paced environment

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.