Genpact Non-Voice Process Interview Questions (Sample answers)

If you’re applying for a non-voice process role at Genpact, one of the leading business process outsourcing (BPO) companies, you already know the stakes are high. Non-voice roles typically require a unique skill set, including data analysis, email support, and chat services. Being prepared for the interview is crucial for making a good impression and landing the job. In this comprehensive guide, we’ve put together a list of top 21 interview questions that are commonly asked during Genpact’s non-voice process interviews.

Let’s set the stage for this article. We’ll cover questions that touch on various aspects, from your personal attributes and problem-solving skills to your knowledge about the industry and the role itself. So, buckle up, and let’s get you prepared to knock that interview out of the park!

Top 21 Genpact Non-Voice Process Interview Questions and Answers (With Samples)

1. Can you tell us about yourself?

This is often the first question in most interviews and serves as a way to break the ice. It allows the interviewer to gauge your communication skills and understand your background better.

Sample Answer

“I am a graduate in Computer Science and have two years of experience in a non-voice customer support role at XYZ Corp. During my tenure there, I handled email and chat support for our key clients, and consistently received positive feedback for my quick and accurate responses.”

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2. Why do you want to work in a non-voice process?

The interviewer is trying to understand what draws you to this specific type of role. This is your chance to showcase your skills that make you a good fit for a non-voice process job.

Sample Answer

“I excel in written communication and enjoy problem-solving in real-time. I find that non-voice processes allow me to leverage these skills effectively. The role also offers a good balance of customer interaction and data management, which I find particularly appealing.”

3. Describe your experience with customer service software.

Your familiarity with customer service software can be a huge plus, as it can shorten your learning curve and allow you to be productive faster.

Sample Answer

“I have experience working with Zendesk and Salesforce. These platforms were crucial for managing customer queries, tracking issues, and maintaining a database. I am comfortable navigating through such software and learning new platforms.”

4. What would you do if you received a complex query that you couldn’t answer immediately?

This question tests your problem-solving skills and your ability to handle challenging situations.

Sample Answer

“In such a case, I would first acknowledge the customer’s query and let them know that I am looking into it. I would then consult with a supervisor or a knowledgeable colleague to find the correct solution, and respond to the customer as quickly as possible.”

5. How do you manage your time, especially when handling multiple tasks?

Time management is a critical skill for non-voice roles where you may need to juggle between chats, emails, and administrative tasks.

Sample Answer

“I prioritize tasks based on their urgency and the time required to complete them. I make use of productivity tools like to-do lists and time-tracking software to ensure that I am allocating my time effectively and meeting all deadlines.”

6. How would you handle an irate customer via email or chat?

Dealing with unhappy customers requires tact and professionalism, especially in written formats where tone can be easily misunderstood.

Sample Answer

“I would start by apologizing for whatever inconvenience the customer is experiencing. My next step would be to calmly explain the situation, offer possible solutions, and assure them that their issue is being escalated and will be resolved promptly.”

7. Can you share an experience where you contributed to team success?

Teamwork is vital in a BPO setting, and this question assesses your ability to collaborate with others.

Sample Answer

“In my previous role, our team was facing a backlog of customer queries. I suggested implementing a ticketing system to prioritize and assign tasks. The system was implemented, and we cleared the backlog within a week, improving our team’s overall performance.”

8. What do you know about Genpact and its services?

Your knowledge about the company indicates your level of interest and your preparedness for the interview.

Sample Answer

“Genpact is a global professional services firm specializing in delivering digital transformation for clients. It offers a wide range of services, including finance & accounting, data analytics, and customer service. Genpact has a strong focus on leveraging technology like AI and machine learning to improve business processes.”

9. How comfortable are you with using multiple communication channels like email, chat, and internal communication tools?

Multitasking across different platforms is common in non-voice roles, and your comfort level with this can impact your performance.

Sample Answer

“I am quite comfortable using multiple communication channels. In my previous job, I regularly switched between email, chat, and Slack for different types of interactions, both with customers and team members. I find it to be an efficient way to

manage tasks.”

10. How do you ensure high-quality work while maintaining speed?

In non-voice roles, the emphasis is often on resolving issues quickly while maintaining high standards of quality.

Sample Answer

“Quality and speed are equally important in a non-voice process role. I usually read through my responses before sending them to ensure they are error-free. I also keep templates for common queries to speed up response time without compromising on quality.”

11. Describe a time you had to adapt to a new technology or software at work.

Adaptability is key in a fast-paced environment where new tools are regularly introduced.

Sample Answer

“At my previous job, we switched from using Zendesk to Salesforce for customer relationship management. It was challenging at first, but I took some online tutorials and participated in training sessions provided by the company. Within a week, I was proficient in using the new platform.”

Staying current is vital in a technology-driven industry like BPO. This question gauges your commitment to personal and professional development.

Sample Answer

“I follow industry blogs, participate in webinars, and am part of several online communities related to customer support and BPO. I also try to attend industry conferences whenever possible to network and learn about the latest trends and technologies.”

13. Why did you leave your last job, and what are you looking for in a new position?

Your reasons for leaving a previous role and your expectations for a new job can tell a lot about your career goals and fit for the role.

Sample Answer

“I left my last job for better growth opportunities and to work in a more challenging environment. In my new role, I am looking for a position that allows me to leverage my skills in customer support and offers room for career development.”

14. How do you handle stressful situations?

Stress management is important in roles that require quick decision-making and problem-solving.

Sample Answer

“I find that taking a few deep breaths and prioritizing tasks can help manage stress effectively. I also believe in taking short breaks to clear my mind, which helps me approach situations more calmly and make better decisions.”

15. How do you handle confidential information?

Confidentiality is a big concern in any corporate setting, and more so in a BPO where you handle sensitive customer data.

Sample Answer

“I take confidentiality very seriously. At my previous job, we had protocols for securing customer data, and I always adhered to those. I never discuss confidential information outside the workplace or with unauthorized personnel within the company.”

16. What are the key elements for excellent customer service in a non-voice process role?

This question aims to assess your understanding of what makes customer service effective, particularly in non-voice roles.

Sample Answer

“The key elements include prompt responses, clarity in communication, and a solution-oriented approach. It’s also crucial to understand the customer’s issue fully before offering a solution, to ensure that their needs are met efficiently.”

17. How do you prioritize tasks when everything seems urgent?

In a high-pressure job like a non-voice process, prioritization skills are essential.

Sample Answer

“I use the Eisenhower Box technique to categorize tasks as urgent/important, important but not urgent, urgent but not important, and neither. This helps me focus on what truly needs my immediate attention while also planning for tasks that are important but not time-sensitive.”

18. What do you consider to be your biggest professional achievement?

This question allows you to highlight a moment where you excelled in your career, offering a glimpse of your work ethic and skills.

Sample Answer

“My biggest professional achievement was when I was awarded ‘Employee of the Month’ for successfully managing a high volume of customer queries during a peak season, maintaining a 98% satisfaction rate.”

19. How do you handle repetitive tasks?

Repetition comes with the territory in BPO jobs, and your ability to handle it can affect your job satisfaction and performance.

Sample Answer

“I try to find ways to make repetitive tasks more engaging. For instance, I set mini-goals for myself and aim to complete tasks within a certain time frame. This keeps me focused and makes the process more interesting.”

20. How well do you work under pressure?

Your ability to remain composed under stress can be a deciding factor in a fast-paced role like this.

Sample Answer

“I believe I work well under pressure. During peak seasons or high-volume periods, I prioritize tasks and manage my time efficiently to meet deadlines without compromising on quality.”

21. How would you deal with a team member who is not contributing effectively?

Team dynamics are crucial for overall performance, and how you handle a weak link can show your leadership skills.

Sample Answer

“I would first try to understand the reason behind their lack of contribution. Then, depending on the situation, I would either offer my assistance to help them improve or discuss the issue with the team leader for a more comprehensive solution.”


There you have it—the top 21 Genpact Non-Voice Process interview questions and answers to prepare you for your big day. Knowing what to expect and how to answer can make a significant difference in your performance. Best of luck, and go ace that interview!

Remember to utilize resources like AI Resume Builder, Resume Design, Resume Samples, Resume Examples, Resume Skills, Resume Help, Resume Synonyms, and Job Responsibilities to create a standout application and prepare for the interview.

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Published by Sarah Samson

Sarah Samson is a professional career advisor and resume expert. She specializes in helping recent college graduates and mid-career professionals improve their resumes and format them for the modern job market. In addition, she has also been a contributor to several online publications.

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