Manager-Customer Care

Ready to shape the future of work

At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand onLinkedInXYouTube andFacebook.

Inviting applications for the role of Manager Customer Care

We are seeking a highly motivated and skilledManagerto lead our Operations Customer Service team focusing on technical hardware support. This role is critical in ensuring customer satisfaction and product reliability by delivering timely and effective technical support. You will be responsible for managing a team that acts as the primary point of contact for clients experiencing technical issues and helping internal teams resolve product challenges.

Responsibilities

Team Leadership:Manage and mentor a team of technical support specialists ensuring high performance and adherence to service level agreements (SLAs).
Technical Expertise:Provide guidance and support to the team on complex technical issues related to CPU performance compatibility installation and thermals.
Escalation Management:Take ownership of Tier 3/4 escalations queues and ensure that the SLAs are met

Root Cause Analysis:Lead Root Cause Analysis (RCA) efforts and generate detailed post-mortems for major incidents.
Knowledge Management:Build and maintain internal KBs troubleshooting SOPs and Customer recovery SOPs.
Process Improvement:Drive KCS and BPM Process article creation. Review new knowledge articles created and identify opportunities to improve web experience for customers
Customer Satisfaction:Working with contact centres to drive CE scores Issue resolution and Customer satisfaction.
Product Improvement:Working with L3 and Quality/Training team to drive product improvements and customer service skills.

Qualifications we seek in you!

Minimum Qualifications

Bachelors degree in:

• Experience:Good years in a leadership role within customer service operations preferably in a BPO or similar environment.

• Education:Bachelors degree in business administration management or a related field.

• Electronics and Communication Engineering (ECE)

• Electrical and Electronics Engineering (EEE)

• Computer Hardware Engineering Or related technical fields.

• Skills:Strong leadership communication and problem-solving skills. Proficiency in data analysis and process optimization.

• Attributes:Results-driven customer-focused and able to thrive in a fast-paced environment.

Preferred Qualifications/ Skills

• Knowledge on data analytics and POWER BI

• Salesforce and Einstein

• Technologies such as Power automation and Flow

• Understanding of Billing methodologies and Oracle

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 140000 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.

Lets 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.