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 and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Process Associate, Customer Service 
In this role, you will be responsible for demonstrating innovation and intuition in identifying areas requiring operational adaptation and/or improvement. Active user of the Internet and online applications.
Responsibilities

•    Respond to customer queries and customer concerns.

•    The typical agent will be mandated to interact with end customers via chat and will need to display exceptional chat skills (grammatical perfection, empathy/ emotional intelligence, and comprehend customer problems and resonate to provide reassurance

•    understand the main ideas of complex text on both concrete and abstract topics, including technical discussions in their field of specialization

•    Demonstrates effective, clear, and professional written and oral communication.

•    Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.

•    Actively seek solutions through logical reasoning 

•    produce clear, detailed text on a wide range of subjects and explain a viewpoint on a topical issue given the advantages and disadvantages on various options.

•    Demonstrates strong problem-solving capabilities and assist customers in case of any issues.

•    Provide excellent customer service to our customers.

•    You should be responsible for exhibiting capacity for critical thinking and analysis.

•    Responsible to showcase proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment.

•    Basic knowledge of how digital payments work is required.
Qualifications we seek in you.
Minimum qualifications

•    Graduate (Any Discipline)

•    Strong communication skills with a proactive and positive approach to tasks

•    High attention to details and follow through

•    Professional customer service skills\: solutions mindset, helping nature, passion for the customer and customer experience

•    Proven ability to deal with problems and solve them effectively

•    Proficiency in spoken & written English & Hindi with neutral accent.

Preferred qualifications

•    Call Centre Experience\: 2-3 years of customer support (Chat Experience   Mandatory) experience via phone, email, and chat. Effective probing skills and analyzing / understanding skills.

•    Experience working with direct consumers, in B2C environment; B2B is a distinct advantage

•    Professional customer service skills\: solutions mindset, helping nature, passion for the customer and customer experience

•    Analytical skills with customer centric approach 

•    You should be able to work on a flexible schedule (including weekend shift)
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.