Genpact is a global professional services firm that helps organisations transform and re‑imagine their businesses. With a presence in over 30 countries and a workforce of more than 100,000 employees, Genpact leverages digital technologies, analytics and domain expertise to deliver end‑to‑end solutions for clients across banking, insurance, manufacturing, consumer goods and many other sectors. The company’s culture is built around continuous learning, merit‑based growth and a strong focus on customer centricity. Over the years, Genpact has been recognised for its commitment to employee development, diversity and sustainability, making it a preferred employer for fresh talent and seasoned professionals alike. The Customer Service – Voice Process role in Hyderabad is designed for candidates who enjoy interacting with people, solving problems in real time and delivering a seamless experience over the phone. Whether you are a fresh graduate or have up to three years of experience, this position offers a structured onboarding program, regular performance coaching and clear pathways to move into supervisory or specialised roles within the contact‑center ecosystem. The role is full‑time, on‑site, and requires fluency in both Hindi and English. Key Responsibilities: 1. Answer inbound customer calls and address queries related to products, services or transactions. 2. Listen actively, empathise with the caller, and provide accurate resolutions within defined SLAs. 3. Follow standard operating procedures and document interactions in the CRM system. 4. Escalate complex or unresolved issues to the appropriate higher‑level team while ensuring a smooth hand‑over. 5. Meet daily productivity targets such as call handling time, first‑call resolution and quality scores. 6. Maintain a professional tone, adhere to call scripts, and ensure compliance with data‑privacy regulations. 7. Participate in regular training sessions to stay updated on product changes and soft‑skill enhancements. 8. Contribute ideas for process improvements and share best practices with peers. 9. Collaborate with cross‑functional teams like billing, technical support and sales to resolve multi‑departmental issues. 10. Generate periodic reports on call metrics as required by the team lead. Tech Stack & Tools: The role primarily uses voice‑over‑IP platforms, CRM software (such as Salesforce or Genesys), Microsoft Office suite, and basic data entry tools. No advanced programming knowledge is required, but familiarity with ticketing systems and basic computer operations is essential. Growth Path: Starting as a Customer Service Associate, high performers can progress to Team Lead, Operations Manager, or specialised roles like Quality Analyst or Process Trainer within 1‑3 years. Genpact’s internal mobility program encourages lateral moves across domains, enabling employees to broaden their skill set. Why Join Genpact? The company offers a vibrant, inclusive environment where learning is continuous and merit is rewarded. Employees benefit from structured training, mentorship, and exposure to global best practices. Additionally, the role provides a solid foundation in customer handling, communication, and problem‑solving—skills that are highly transferable across industries.