Senior Associate - Customer Service Operations

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 Senior Associate –Customer Service Operations
In this role, you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement of existing processes in healthcare industry.

Responsibilities
•    Provide excellent customer service to our customers.
•    Resolve and respond to customer inquiries, request and problem escalations.
•    Provide support to update data on customer portals proactively and through email/chat request
•    Maintain a thorough understanding of client process and policies
•    Reproduce customer issues and escalate product bug.
•    Responsible to demonstrate capacity for critical thinking and analysis.
•    Responsible to showcase strong work ethic, with the ability to work well both independently and within the context of a larger team-oriented environment
•    Prepare and publish reports in the team
•    Candidate should be comfortable with 24*7 shift timings.

Qualifications we seek in you!
Minimum Qualifications
•    Any graduate degree or equivalent with a strong academic record
•    Excellent Communication Skills both written and verbal
•    Previous experience in a customer service role chat/email/voice
•    Effective probing skills and analyzing / understanding skills
•    Must be able to work on a flexible schedule
•    Effective probing skills and analyzing / understanding skills
•    Strong attention to detail.
•    Must be comfortable to work on in evening and night shifts

Preferred Qualifications
•    Intermediate MS Excel knowledge
•    VBA & SQL knowledge is a plus

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.