Hiring For Chat Support Role|| Gurgaon

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 were leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how were 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 thats 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

Genpact Hiring for Chat Support role_ Gurgaon

• Experience required: 1-5 years in Customer service
• Work Location- Gurgaon Badshahpur
• Shift: Rotational shift

In this role, the colleague will be responsible for providing a world-class experience for our members, while managing concurrent chat interaction(s) up to a triple concurrency. They would be responsible for resolving complex issues efficiently capturing all relevant information from the Member accurately, as per US regulatory & compliance requirements.

Successful candidates should possess experience in servicing US based customers, preferably in Banking, crypto Financial Crime and/or FinTech Domains. They should have proven ability of having demonstrated key skills including logical thinking, problem solving, transaction analysis and customer spending patterns/behavior.

Responsibilities

Servicing in-bound chat enquiries from Members requesting service & support with, but not limited, to:

• 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.
• Effectively guide Members to navigate online tools and applications to enable self-serve.
• 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 action plans discussed during coaching sessions.
• Continuously focus and drive improvements according to behavioural and SMART action plans from TLs and OMs
• Seek steady improvement according to the QA guidelines.
• Key performance indicators CSAT

Qualifications we seek in you

Minimum Qualifications

• Graduate/bachelor's degree preferred
• Comfortable working in a 24/7 work Environment with Rotational shifts.
• Relevant experience in Chat Servicing for banking/Fintech processes 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 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 & Regulatory Environment with in depth knowledge of Regulations E, Z, CFPB, FACTA and FCRA

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.

Lets 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.