Job Description

Call Center Specialist

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 .

Job Description:

Inviting applications for the role of Senior Process Associate- Call Center Specialist ( On site at the Plano Delivery Center)

About the role

The Customer Support team is the first point of contact for all our customers. We are

responsible for providing excellent customer service through identifying issues

quickly, providing effective solutions, educating the customer to reduce future

avoidable contacts, owning the customer query until resolved or escalating to the

correct team. The customer service team identifies improvement opportunities

aligned to our key objectives such as Customer Agent Impact Score (CAIS), First

Contact Resolution (FCR) & transfers.

Our customer support team is the first port of call for customers. It is vital we deliver

excellent support to ensure we remain the most trusted cryptocurrency platform.

Responsibilities

• The customer service team is the first point of contact for all our highly valued customers that are needing help with their accounts.
• We are responsible for providing excellent customer service through identifying issues quickly, providing effective solutions in accordance to Client’s policy, educating the customer to reduce future avoidable contacts, and owning the customer query until resolved.
• The customer service team identifies improvement opportunities aligned to our key objectives such as Customer Satisfaction Survey (CSAT), First Contact Resolution (FCR), Transfers, and Productivity

Qualifications we seek in you!

Minimum Qualifications

• Experience with customer support, primarily voice, with minimum requirement of 1-year continued experience in a contact centre.
• Strong interpersonal, analytical, and communication skills; must be fluent in the English language (strong oral and written English language skills)
• Experience working with Google Sheet and Google Doc and/or Microsoft Excel and Microsoft Word
• Flexible and adaptable to the evolving needs of a high-growth and fast paced environment and open to shift changes.
• Detail-oriented with strong customer focus

Preferred Qualifications

• Experience working in a FinTech/Crypto environment/company
• Strong problem-solving and decision-making abilities
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with customer relationship management (CRM) systems and practices
• Interest in the crypto economy

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.

Location-based Roles “Los Angeles, California based candidates are not eligible for this role. Richardson, TX area candidates are eligible for this role only.”

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.

Job Tags

Similar Jobs