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
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.
Inviting applications for the role of Customer Service Representative - English - Onsite Milton Keynes!
Responsibilities
Provide professional, efficient, and friendly customer service to customers of leading banks and building societies;
Handle customer enquiries across multiple channels, including telephone and written correspondence;
Assist customers with account-related, payment-related, and general servicing requests;
Deliver exceptional customer experiences while maintaining high standards of professionalism and service quality;
Accurately identify customer needs and provide appropriate solutions in line with company policies and procedures;
Resolve routine customer enquiries and escalate complex issues where appropriate;
Utilize customer management systems to access, update, and maintain customer information accurately;
Maintain accurate records of customer interactions, enquiries, and actions taken;
Communicate clearly and effectively with customers across all supported communication channels;
Apply active listening skills to understand customer concerns and provide appropriate support;
Follow established operational procedures, compliance requirements, and service standards;
Manage workload effectively while meeting quality, productivity, and customer satisfaction targets;
Develop and maintain knowledge of products, services, systems, policies, and procedures;
Collaborate with team members and internal stakeholders to deliver positive customer outcomes;
Support continuous improvement initiatives designed to enhance customer service and operational efficiency;
Adapt to new products, systems, technologies, and business requirements as required;
Deliver exceptional quality service standards/KPI’s and maintain accurate and up-to-date customer records.
Minimum Qualifications
High School Diploma or equivalent;
Good spoken and written English;
Excellent communication, listening, and telephone skills;
Basic IT skills and ability to use customer systems accurately;
Understanding of credit cards or financial services products;
Ability to work under pressure, follow procedures, and collaborate as part of a team;
Customer focus and commitment to service excellence;
Clear communication and active listening skills;
Accuracy, attention to detail, and commitment to data quality;
Problem-solving skills within defined procedures and guidelines;
Strong teamwork and collaboration capabilities;
Ability to learn products, policies, systems, and compliance requirements;
Professional telephone manner and customer-focused approach;
Commitment to delivering quality outcomes for customers.
Preferred Qualifications
Customer service experience, either face-to-face or by telephone;
Previous experience working within a contact centre environment;
Experience within banking, financial services, payments, or credit card operations;
Experience handling customer account and payment-related enquiries;
Experience working within KPI and SLA-driven environments;
Experience using customer relationship management (CRM) or customer service systems;
Ability to manage challenging customer interactions professionally and effectively;
Strong relationship-building and customer engagement skills;
Good computer skills including Microsoft Outlook, Word, and Excel.
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. 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.
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 (Required)
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Fixed Term (Fixed Term)
Job End Date
2027-10-19
Master Skill List -
Customer Care - Voice
Remote Type -
Office
Work Shift -
With shift (United Kingdom)
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.
