Sr. Associate - Customer Care - Voice 5B

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 and on LinkedIn, YouTube, X, and Facebook.

Job Description

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 we’re 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 Senior Customer Service Representative_English_Onsite Milton Keynes!

Responsibilities

Provide professional, efficient, and friendly customer service to customers of leading banks and building societies;

Handle customer enquiries across multiple communication channels, including telephone and written correspondence;

Support customers with account-related, payment-related, and general servicing requests;

Deliver exceptional customer experiences while maintaining high standards of service quality and professionalism;

Accurately identify customer needs and provide appropriate solutions in line with company policies and procedures;

Resolve routine customer issues within established guidelines and escalate more complex matters where appropriate;

Utilize customer management systems to access, update, and maintain customer account information;

Maintain accurate records of customer interactions, enquiries, and actions taken;

Communicate clearly and effectively with customers across a variety of channels;

Apply active listening techniques to understand customer concerns and provide appropriate support;

Follow established procedures, compliance requirements, and operational guidelines;

Manage workload effectively while meeting service standards and productivity targets;

Develop and maintain knowledge of products, services, systems, and regulatory requirements;

Collaborate with colleagues and stakeholders to ensure positive customer outcomes;

Support continuous improvement initiatives designed to enhance customer satisfaction and operational effectiveness;

Adapt to new systems, products, processes, and business requirements as required;

Deliver exceptional quality service standards/KPI’s and maintain accurate and up-to-date customer records.

Minimum Qualifications

High School Diploma or equivalent;

Customer service experience of 2-4 years, either face-to-face or via telephone;

Fluent in English with good spoken and written communication skills;

Excellent communication, active listening, and telephone skills;

Basic IT skills and ability to use customer systems accurately;

Ability to navigate multiple systems and applications efficiently;

Strong customer focus and commitment to service excellence;

Strong attention to detail and commitment to data quality;

Ability to solve problems within defined procedures and guidelines;

Ability to work under pressure and manage routine tasks effectively;

Ability to follow established procedures, policies, and compliance requirements;

Strong teamwork and collaboration skills;

Ability to learn products, policies, systems, and compliance requirements;

Professional telephone manner and commitment to delivering quality customer outcomes.

Preferred Qualifications

Previous experience working within a banking, financial services, or payments environment;

Understanding of credit cards or financial services products;

Experience supporting customers through multiple communication channels;

Experience working within KPI and SLA-driven operational environments;

Experience using CRM or customer management systems;

Ability to build strong customer relationships and deliver excellent customer experiences;

Experience handling customer account and payment-related enquiries;

Good computer skills including Microsoft Outlook, Word, and Excel;

Ability to adapt quickly to new systems, products, and processes.

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 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.

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 (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Fixed Term (Fixed Term)

Job End Date

2027-10-19

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

With shift (United Kingdom)

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.