Customer Service_Voice_Hyderabad

Genpact’s interview process typically starts with a timed online aptitude test covering quantitative, logical and verbal sections. Successful candidates then face a voice simulation round where they handle mock calls, demonstrate probing techniques and showcase problem‑solving abilities. The final HR round evaluates cultural fit, availability and salary expectations. Overall difficulty is moderate; thorough practice of call handling scenarios and clear communication are key to success.

Genpact promotes a collaborative, innovation‑first environment where employees are encouraged to experiment and upskill. The firm offers structured learning programs, mentorship and a balanced work‑life policy, with flexibility in shift timings to support personal commitments.

Any graduate degree (B.Tech, B.Sc, B.Com, BA, etc.) except Law; English fluency mandatory; 0-3 years of voice experience; for freshers only 2021‑2025 batch graduates are eligible; no active backlogs; minimum 60% aggregate (if specified by campus); valid Aadhar and passport‑size photographs required.

Round 1: Online aptitude test (logical reasoning, numerical ability, English) → Round 2: Voice simulation / functional interview (call handling, scenario based questions) → Round 3: HR interview (fitment, availability, salary expectations)

Genpact is a global leader in digital transformation, AI, and business process management. With a presence in over 30 countries, the company helps enterprises modernise operations, drive efficiency and unlock growth through cutting‑edge technology. Its AI Gigafactory and automation platforms have positioned Genpact at the forefront of the next wave of enterprise innovation, serving Fortune 500 clients across banking, healthcare, consumer goods, and more. The culture is built on curiosity, courage and inclusion, encouraging employees to experiment, learn quickly and deliver impact. The Customer Service – Voice role in Hyderabad is part of Genpact’s Customer Success & Operations division. As a voice associate you will be the first point of contact for English‑speaking customers, handling inbound queries, collecting data for account recovery, and escalating product issues when needed. The position offers a dynamic, fast‑paced environment where you will develop strong communication, analytical and problem‑solving skills while working with industry‑standard contact‑center tools. **Key Responsibilities** 1. Answer inbound customer calls in clear, neutral English and resolve queries efficiently. 2. Gather and verify customer data to facilitate account recovery and fraud prevention. 3. Understand and apply client‑specific processes, policies and compliance guidelines. 4. Reproduce customer‑reported issues and log them accurately for escalation. 5. Escalate product bugs or complex cases to the technical support team. 6. Maintain high service quality metrics such as AHT, CSAT and first‑call resolution. 7. Document interactions in CRM/ticketing systems (e.g., Genesys, Avaya, Salesforce). 8. Provide feedback on recurring issues to help improve processes. 9. Collaborate with team members and supervisors to meet shift targets. 10. Demonstrate critical thinking and a customer‑centric attitude in every interaction. **Tech Stack**: Genesys/Avaya voice platforms, Salesforce or ServiceNow CRM, Microsoft Office Suite, basic Excel for reporting, and internal knowledge‑base tools. **Growth Path**: High performers can progress to Senior Voice Associate, Team Lead, Operations Manager, or transition into specialised roles such as Quality Analyst, Process Analyst, or AI‑enabled automation specialist within Genpact’s digital ecosystem. **Why Join Genpact?** You will work at the cutting edge of AI‑driven customer experience, receive continuous learning opportunities, mentorship from industry experts, and a clear career roadmap. The company’s values‑driven culture rewards curiosity, innovation and integrity, making it an ideal launchpad for fresh talent aiming to build a long‑term career in the BPO and technology services space.