Customer Experience Advocate

21 hours ago

Gurgaon, Haryana, India Genpact Full time

Job Overview

At Genpact, we are seeking a highly skilled and customer-centric Customer Experience Advocate to join our team. This is an exciting opportunity for the right individual to make a meaningful impact in delivering exceptional customer experiences.

About Us

Genpact (NYSE: G) is a global professional services and solutions firm that delivers outcomes that shape the future. With over 125,000 people across 30+ countries, we are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Key Responsibilities

The successful candidate will be responsible for providing a world-class experience for our members while handling their inbound phone call inquiries about disputed transactions. They will be required to initiate new disputes by efficiently capturing all relevant information from the member accurately, as per US regulatory & compliance requirements.

The ideal candidate should possess experience in servicing US-based customers, preferably in Banking, crypto Financial Crime, and/or FinTech domains. They should have proven ability to demonstrate key skills including logical thinking, problem-solving, transaction analysis, and customer spending patterns/behavior.

Responsibilities:

  • Servicing inbound phone enquiries from Members requesting service & support with, but not limited, to:
    • Domain Experience: BFSI
    • Channel Experience: Voice (International Voice Process)
    • Work Experience: Relevant experience in International Voice process
    • Excellent Communication & Comprehension Competencies
    • Typing Speed: >25 WPM
    • Shift: Rotational shifts
    • Attitude: Customer and Solution Centric, patient & empathetic, eye for detail
    • Tool/Application Experience: Reasonable understanding of working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
    • Change Management: Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization environment.
  • Use available information and tools to validate identity of the caller to safeguard Member information.
  • Initiate effective and timely written communication with Members.
  • Accurately and efficiently capture customer interactions, notes and all relevant information to the case using web-based applications and submit dispute claims forms for investigation within prescribed regulatory and compliance timelines.
  • Use internal and third-party web tools to execute dispute claim investigations in accordance with Federal Regulations E and Z, NACHA Operating Rules, and other applicable regulations.
  • Effectively guide Members to navigate online tools and applications to enable uploading of documents.
  • Adhere to all policies and procedures while showcasing Member centric servicing ethos.
  • Ensure high quality service delivery in a 24/7 environment.
  • Take allotted training and execute on action plans discussed during coaching sessions.
  • Continuously focus and drive improvements according to behavioral and SMART action plans from TLs and OMs
  • Seek steady improvement according to the QA guidelines.

Requirements

We seek candidates who meet the following minimum qualifications:

  • Graduate/Bachelor's Degree preferred
  • Comfortable working in a 24/7 work Environment with Rotational shifts.
  • Relevant experience in performing Dispute Intake or similar banking/Fintech process in the ACH, debit and/or credit card industry
  • Strong communication both written and verbal English skills and an ability to compose a grammatically correct, concise and accurate written/verbal responses.

Preferred Qualifications/Skills:

  • Excellent customer service skills and ability to assist in customer inquiries independently.
  • Strong interpersonal skills, with the ability to communicate complex transactional issues correctly and clearly to both internal and external customers.
  • Self-disciplined, diligent, proactive and detail-oriented
  • Ability to effectively manage time, and individually prioritize multiple tasks of competing priority.
  • Ability to maintain high levels of confidentiality and data security standards.
  • Understanding of MS Office applications like Excel, Word, PowerPoint, Outlook, etc.
  • Keen attention to detail, customer profiling and pattern identification
  • BASIC KNOWLEDGE OF BANKING INDUSTRY

Compensation and Benefits

The estimated salary for this role is $60,000 - $80,000 per year, depending on experience and location. We also offer a comprehensive benefits package, including health insurance, retirement savings plan, paid time off, and opportunities for career growth and development.

  • Customer Service Advocate

    1 month ago

    Gurgaon, Haryana, India Snaphunt Full time

    The OpportunityWe are looking for a skilled Customer Support Representative to join our team at Snaphunt. This role involves handling inbound calls and emails in a professional manner, resolving customer inquiries and requests, and ensuring strong customer satisfaction.The RequirementsAt least 1 year experience within a Customer Service role, ideally within...

  • Customer Experience Advocate

    3 days ago

    Gurgaon, Haryana, India American Express Full time

    About UsAt American Express, we're committed to delivering exceptional customer experiences that drive long-term growth and loyalty. As a Customer Care Professional, you will play a pivotal role in shaping this vision.Job SummaryWe are seeking an experienced Customer Care Professional to join our Gurugram location. In this role, you will be responsible...

  • Customer Experience Advocate

    1 week ago

    Gurgaon, Haryana, India Genpact Full time

    Role OverviewWe are seeking a highly skilled Genpact Dispute Resolution Specialist to join our team. As a key member of our operations team, you will play a crucial role in providing exceptional customer service and dispute resolution expertise.About UsGenpact is a global professional services firm that delivers outcomes that shape the future. With over...

  • Customer Experience Advocate

    2 weeks ago

    Gurgaon, Haryana, India IGT Solutions Full time

    About IGT SolutionsIGT Solutions is a customer experience (CX) company that defines and delivers AI-led transformative experiences for global brands using digital technologies.We combine Digital and Human Intelligence to become the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.

  • Technical Customer Advocate

    2 weeks ago

    Gurgaon, Haryana, India Nexthire Full time

    We are seeking a skilled Technical Customer Advocate to join our team at Nexthire. As a key member of our customer-facing organization, you will be responsible for delivering exceptional technical support and guidance to our customers.About the RoleThis is a challenging and rewarding opportunity to work closely with our customers, understanding their needs,...

  • Customer Success Advocate

    2 weeks ago

    Gurgaon, Haryana, India Sumtracker Full time

    We are seeking a highly motivated and driven individual to join our team as a Customer Success Advocate. This role will play a critical part in ensuring our clients achieve maximum value from our SaaS product.About the RoleAs a Customer Success Advocate, you will be the voice of our customers and a key bridge between them and our product team. You will...

  • Customer Experience Manager

    3 weeks ago

    Gurgaon, Haryana, India Intract Full time

    Role OverviewAt Intract, we're redefining the user acquisition landscape for digital companies through our innovative B2B2C approach, serving 1,000,000+ users.Job ResponsibilitiesWe're seeking an experienced Comeback is optional. We're more interested in finding the right candidate Customer Success Manager with a strong background in handling technical...

  • Operations Director

    2 days ago

    Gurgaon, Haryana, India Travesla Full time

    About TraveslaTravesla is an innovative airline representation and marketing firm utilizing cutting-edge technology to boost airlines' return on investment.Our Mission:We strive to provide exceptional customer experiences, foster strategic partnerships, and drive operational efficiency in the travel industry.Job DescriptionGeneral Manager - Sales &...

  • Customer Success Advocate for E-commerce Growth

    3 weeks ago

    Gurgaon, Haryana, India Sumtracker Full time

    Company OverviewWe are a fast-growing SaaS startup revolutionizing inventory management for e-commerce businesses worldwide. Founded by IIT Delhi alumni, our powerful software empowers merchants selling across major platforms like Shopify, Amazon, eBay, Etsy, and more.We're proud to support a global client base across the US, UK, Australia, and beyond. At...

  • Customer Success Advocate

    4 weeks ago

    Gurgaon, Haryana, India VLead Full time

    We are seeking a highly skilled Customer Success Associate to join our VLead team.The ideal candidate will be responsible for handling customer queries, providing excellent communication skills in English, and possessing strong customer handling skills.To succeed in this role, you should have a graduate or undergraduate degree, with experience in...

  • Indirect Tax Advocate

    3 days ago

    Gurgaon, Haryana, India AKM Global Full time

    We are seeking an experienced Indirect Tax Advocate to join our team at AKM Global. As a key member of our tax advisory services, you will play a crucial role in handling GST refunds and litigations, responding to authorities, and providing expert advice on indirect taxes.The ideal candidate will have a strong background in the field of indirect tax...

  • Customer Service Advocate

    2 weeks ago

    Gurgaon, Haryana, India myGwork Full time

    At American Express, we're committed to providing an exceptional customer experience. As a Customer Service Associate, you'll be part of our Global Services Group, working in a fast-paced environment to deliver outstanding results. Your goal will be to provide superior customer care by responding to questions concerning customer accounts in a timely and...

  • Customer Service Advocate

    2 weeks ago

    Gurgaon, Haryana, India American Express Full time

    About UsAmerican Express is a global company with a diverse community of colleagues committed to delivering exceptional customer experiences.

  • Customer Service Advocate

    1 week ago

    Gurgaon, Haryana, India Genpact Full time

    Job OverviewAt Genpact, we are a global professional services and solutions firm that delivers outcomes that shape the future.We serve leading enterprises, including Fortune Global 500 companies, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.This role is an exciting opportunity to join...

  • Customer Experience Representative

    3 weeks ago

    Gurgaon, Haryana, India AMEX Full time

    At American Express, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. We're seeking a highly skilled Customer Experience Representative to join our team and help us achieve this goal.About the RoleThis is a unique opportunity to work in a fast-paced, dynamic environment where you'll have the chance to...

  • Customer Experience Expert

    4 weeks ago

    Gurgaon, Haryana, India Conscious Chemist Full time

    **Job Title:** Customer Experience ExpertLocation: Gurugram, Sector-67Timing: 10:30am to 7:30pmWorking days: Monday to Friday (WFO) Saturday (WFH)Experience: 1+ yearsSalary: $40,000 - $60,000 per yearNo. of Vacancies: 02About Us:We are Conscious Chemist, a skincare brand under Era Botanics Pvt. Ltd., dedicated to creating innovative and personal care...

  • Customer Experience Associate

    1 week ago

    Gurgaon, Haryana, India Genpact Full time

    At Genpact, we are a global professional services and solutions firm dedicated to delivering exceptional outcomes for our clients. Our team of 125,000+ people across 30+ countries is driven by innovation, agility, and a passion for creating lasting value.We invite applications for the role of Voice/Chat Support Associate/Sr. Associate in our Disputes Support...

  • Customer Experience Representative

    3 days ago

    Gurgaon, Haryana, India IGT Solutions Full time

    About IGT SolutionsWe are a next-gen customer experience (CX) company, delivering AI-led transformative experiences for innovative brands.Key Responsibilities:Manage inbound calls with exceptional customer care supportRespond to customer inquiries regarding travel and airlinesPrioritize email responses in the back officePreferred Candidate...

  • Customer Experience Coordinator

    4 weeks ago

    Gurgaon, Haryana, India MICHAEL KORS Full time

    At Michael Kors, we're always looking for talented individuals who share our passion for fashion and customer satisfaction.We're seeking a skilled Customer Experience Coordinator to join our team. In this role, you'll play a key part in ensuring that our customers receive exceptional service and support throughout their shopping journey.The salary range for...

  • Customer Experience Ambassador

    3 weeks ago

    Gurgaon, Haryana, India EXLY Full time

    About ExlyWe are a cutting-edge SaaS company revolutionizing the way Coaches & Trainers operate. Our mission is to empower them to streamline their operations, enhance productivity, and achieve their business goals more efficiently.Job OverviewThis role is an excellent opportunity for someone who is passionate about customer success and growth. As a Customer...