Associate - Customer Care - Voice 5A

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 genpact.com and on LinkedIn , YouTube , X , and Facebook . Job Description Designation: Selling Partner (SP) Support Associate/ Team Member Description: The SP-Support Associate serves as the primary liaison between a global leading well-known e-commerce company and our Selling Partners (SPs), delivering timely and accurate operational support to SPs who sell on the company's platforms. This role is pivotal in enhancing the experience of buyers on the platform, requiring a strong track record in customer service. The SP-Support Associate addresses SP issues efficiently, collaborates with other internal stakeholders, and adheres to service level agreements for phone, chat, and/or email communications. Additionally, the role involves contributing to a positive team environment and driving process improvements.

Key Responsibilities

1. Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.
2. Complex Query Resolution: Resolve complex queries from Selling Partners using strong critical thinking and decision-making skills.
3. Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.
4. Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with Selling Partners effectively.
5. Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize SP needs, providing appropriate solutions.
6. Performance Goals: Consistently meet Selling Partner experience and efficiency (quality/productivity) goals.
7. Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.
8. Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.
9. Team Environment: Foster a positive and cooperative team environment. 10.Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement. Education, Experience and Skills Junior College degree or above Standard Mandarin, no accent CTE4 equivalent level, good in English read & write Business acumen in areas of e-commerce and retail is advantageous. Enthusiasm and strong self-motivation. Technical (Computers & Internet) savvy is required. Desired skill-sets include MS Office applications specifically Excel, familiarity with web browsers, and demonstrated capability to work with tailored in-house applications. Proficient in using basic AI prompt techniques and familiar with the foundational principles of generative AI to enhance daily workflow efficiency. Strong prioritization and time management skills, with a high degree of flexibility. Experience within a customer service /contact center environment would be an advantage. Demonstrated desire to expand skills into new areas. Available in flexible working shift.

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 Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface Language English, English, Mandarin, Mandarin Language Proficiency
• Proficient
• C2 Additional Job Location
• Job Type Fixed Term (Fixed Term) Job End Date 2027-06-30 Master Skill List
• Customer Care
• Voice Remote Type
• Office Work Shift
• Variable (China) 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.