Sr. Associate – Customer Care – Non – Voice

About Genpact & Role Overview
Genpact (NYSE: G) is a global leader in technology and process intelligence, transforming operations for the world’s leading enterprises.

We are seeking a Sr. Associate – Customer Care – Non-Voice to handle written customer communications across digital channels. In this role, you will resolve customer inquiries, track orders, manage CRM documentation, and ensure high levels of customer satisfaction (CSAT) while adhering to operational guidelines.

Key Responsibilities
Text-Based Customer Support: Respond promptly and accurately to inquiries via email, live chat, or social media, addressing order tracking, cancellations, refunds, and product issues.
Issue Resolution: Diagnose customer concerns and deliver First Contact Resolution (FCR); escalate complex issues to appropriate teams or supervisors when required.
CRM & Documentation: Maintain accurate records of interactions and update tickets in CRM platforms (e.g., Zendesk, Freshdesk, Salesforce).
Process & Quality Adherence: Follow SOPs, data privacy rules, and quality guidelines to hit targets for Turnaround Time (TAT), CSAT, and FCR.
Cross-Functional Collaboration: Partner with internal teams (tech, logistics) to resolve customer inquiries and participate in regular feedback/quality audits.

Qualifications & Skills
Education & Experience
Degree: Bachelor’s degree in Business Administration, Communication, IT, Marketing, Hospitality, or a related field.
Language Proficiency: Upper Intermediate / B2 level written and spoken English.

Key Skills & Competencies
Core Competencies: Non-voice customer support, claims resolution, account maintenance, and Customer Experience (CX).
Tools & Software: Experience with CRM systems (Salesforce, Zendesk, Freshdesk) and chat/email support platforms.
Certifications (Optional): ITIL Foundation, Professional Customer Service, or related digital support certifications.

Role Details
Work Type: Office-based (In-office).
Work Shift: Any Shift (India).