Customer Service Voice Associate

About the company

Genpact is a global technology services and professional solutions firm that helps enterprises improve performance through digital transformation, AI, analytics, lean thinking, and industry expertise. The company supports leading organizations worldwide by combining deep operational knowledge with modern technology to redesign, improve, and manage business processes.

Role overview

Genpact is hiring for English-speaking Customer Service Voice positions in Hyderabad. This is an office-based role with flexible shift timings, including weekends if required. The role is suited to candidates who are comfortable handling customer conversations over the phone, analyzing issues, and supporting process-driven service operations.

Key responsibilities

The selected candidate will be expected to handle customer interactions professionally, understand client policies and workflows, and contribute to service resolution with accuracy and accountability.

• Address customer questions and concerns over voice support.
• Assist with collecting data needed to support account recovery for end users.
• Build and maintain a strong understanding of client processes and policies.
• Identify, reproduce, and escalate product-related issues and bugs when needed.
• Deliver high-quality customer service with a strong focus on customer satisfaction.
• Use critical thinking and analytical ability to assess and resolve situations effectively.
• Work independently while also contributing positively in a team environment.

Eligibility and qualifications

Candidates should be graduates from any discipline except law. Strong spoken and written English is essential for this role, along with a neutral English accent and the ability to work in a flexible shift schedule.

• Any graduate except law graduates are eligible.
• English fluency is mandatory.
• Applicants should be comfortable with rotating or flexible shifts, including weekend duties.
• Good probing, comprehension, and analytical skills are preferred.
• A customer-focused mindset and strong written English skills are important.

Work location and schedule

This position is based in Hyderabad and requires working from the office. Shift flexibility is necessary for the role.

Why join Genpact

Genpact offers exposure to AI, automation, and digital innovation in a values-driven environment. The company emphasizes learning, career growth, mentorship, inclusion, and the chance to contribute to meaningful enterprise transformation.

• Opportunity to work on AI, automation, and digital transformation initiatives.
• Exposure to complex business challenges across global enterprises.
• Learning, mentorship, and continuous development opportunities.
• Work with a large global team of problem-solvers and innovators.
• Culture built on courage, curiosity, incisiveness, integrity, and inclusion.

Equal opportunity and application policy

Genpact is an equal opportunity employer and considers applicants without discrimination based on protected characteristics under applicable law. The company does not charge any fee for job applications or hiring. Candidates should be cautious of scams such as requests to buy starter kits, pay to apply, or purchase equipment or training.

Additional information

The company highlights its AI Gigafactory initiative as an industry-first accelerator designed to help enterprises scale advanced technology solutions. Genpact also notes its global footprint across more than 20 countries and its commitment to helping clients achieve lasting business impact.