Sr. Associate - Customer Care - Voice
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Inviting applications for the role of Senior Associate - Production support Agent As a Production support Agent you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first point of contact for our customers adeptly handling and resolving technical issues using established procedural documents. In addition you will collaborate with our Engineering teams to manage simple internal requests that have runbooks. You will ensure the secure and efficient operation of production systems and services by managing routine but critical support tasks. You will be responsible for responding to system events executing operational runbooks and maintaining accurate communications across internal and external stakeholders. This role requires precision secure data handling and consistent follow-through on operational procedures. The Impact Youll have Provide high-quality support and take ownership in responding to inquiries for customer tickets assigned to you. You will be handling customer data updates that are done via UI Perform user administration tasks such as account provisioning and access controls with high attention to compliance and accuracy. Responsible for high-quality and timely communications to customers based on tickets submitted. Follow the runbooks and procedures to solve customer problems and escalate if necessary. Work cross-functionally to resolve issues and provide customer care. Handle notifications from various networks and actions as per the documents. Run queries to pull data reports. Handle secure exchange of PII using PCI-compliant processes Respond to customer tickets with timely clear and high-quality communication. Execute steps from network and system notifications ensuring proper documentation and action per internal SO Ps.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support
Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Voice
Remote Type -
Office
Work Shift -
Rotating (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- 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 140,000+ coders, 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.
