Call Center Representative Job at Genpact in Richardson

Overview

Inviting applications for the role of Senior Process Associate-Customer Service Representative (On site at the Richardson Delivery Center).

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.

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. 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.

Responsibilities

• The Customer Support team is the first point of contact for all our customers.
• Provide excellent customer service by identifying issues quickly, offering effective solutions, educating the customer to reduce future avoidable contacts, owning the customer query until resolved or escalating to the correct team.
• Identify improvement opportunities aligned to key objectives such as CAIS, First Contact Resolution (FCR) and transfers.
• Deliver excellent support to ensure we remain the most trusted cryptocurrency platform.

Qualifications

Minimum Qualifications

• Experience with different channels of support, primarily voice, email and messaging (at least 1 year in one of the above)
• Strong interpersonal, analytical, and communication skills; fluent in English (strong oral and written skills)
• Experience with Google Sheets/Docs and/or Microsoft Excel/Word
• Flexible and adaptable to a high-growth, fast-paced environment; open to shift changes
• Detail-oriented with a strong customer focus

Preferred Qualifications

• Experience in a FinTech/Crypto environment
• Strong problem-solving and decision-making abilities
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with CRM systems and practices
• Interest in the crypto economy
• 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 meaningful business challenges
• Accelerate your career – hands-on experience, mentorship, and continuous learning opportunities
• Work with the best – join 140,000+ bold thinkers and problem-solvers who push boundaries daily
• Thrive in a values-driven culture – courage, curiosity, integrity, inclusion to fuel progress

Compensation and Location

The base compensation range in this posting is $20.00/hr – $22.00/hr (Range provided by Genpact; actual pay depends on skills and experience). The approximate annual base compensation range is $22.25 per hour with final offers determined by experience, location, and internal equity.

About Genpact

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 stay ahead. Learn more at genpact.com and on LinkedIn, X, YouTube, and Facebook.