Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries 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.

Inviting applications for the role of Process Associate, Customer Care

In this role, As a Customer Service Representative specializing in automotive services, you will play a critical role in ensuring customer satisfaction and building positive relationships with our clients.

Responsibilities
• Answering incoming calls and assisting customers with their automotive service inquiries and issues
• Providing accurate and helpful information about our automotive services
• Scheduling service appointments and coordinating with customers and service technicians.
• Resolving customer concerns and complaints with professionalism, patience, and a focus on problem resolution
• Documenting customer interactions, appointments, and feedback in our CRM system
• Collaborating with colleagues and Service Advisors to ensure seamless service delivery
• Meeting or exceeding established performance metrics, including call response time and customer satisfaction
• Assisting with administrative tasks, such as data entry, appointment confirmations, and follow-up calls
• Communicating important service or maintenance updates to customers

Qualifications we seek in you
Minimum Qualifications
• High school diploma or equivalent; automotive or technical background is a plus.
• Excellent problem-solving and decision-making abilities.
• Ability to remain calm, empathetic, and patient under pressure.
• Proficiency in using call center software, CRM systems, and automotive service management tools.
• Strong attention to detail and organizational skills.
• Flexibility to work in shifts and handle a high call volume.
• A passion for delivering excellent customer service, especially in the context of automotive services.
• Knowledge of automotive terminology, service procedures, and industry trends is an advantage.

Preferred Qualifications/ Skills
• Proven customer service experience, preferably in the automotive industry.
• Strong communication skills, both verbal and written.
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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.