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 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Customer Care (Blended)-Process Developer

:

1.Multichannel Customer Engagement

- Manage both inbound and outbound interactions across voice, email, and chat platforms to address customer queries effectively
- Provide support for order-related inquiries, schedule services, account questions, or general product/service issues

1. Issue Resolution & First-Contact Closure

- Resolve customer issues with empathy and efficiency, aiming for first-contact resolution whenever possible




- For specific processes like payment collection, negotiate payment plans and resolve billing disputes when required

1. Accurate Documentation

- Maintain detailed records of interactions in CRM systems, logging inquiries, actions, and resolutions clearly and accurately

1. Internal Collaboration & Escalation

- Collaborate with cross-functional teams to resolve complex issues, escalating when necessary
- Use feedback loops to help improve product, process, or service delivery

1. Adherence to Policies & Standards

- Follow SOPs, quality guidelines, and compliance protocols throughout customer interactions

1. Performance Metrics & Continuous Improvement

- Meet defined KPIs such as customer satisfaction (CSAT), turnaround time (TAT), AHT, and quality scores
- Provide insights or feedback on recurring issues to help refine processes or knowledge base documentation

1. Knowledge Management & Skill Development

- Stay updated on products, services, policies, and tools to deliver accurate support.
- Contribute to building or updating self-help documents or FAQs for faster resolution

Education : Bachelors in Business Administration, Bachelors in Communication, Bachelors in Hospitality Management, Bachelors in Information Technology,



Bachelors in Marketing 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 Prospect 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.

📌 Customer Care (Blended)- Process Developer (Gurugram)
🏢 Genpact
📍 Gurugram