AI-Driven Customer Care Associate (Blended)

BrightClaim; Balanga; Hybrid; PHP 268,000 - 469,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Blended in the Philippines, with external referrals only. The role covers handling customer inquiries across phone, email, chat, and social media, delivering accurate information and resolving issues within SOPs, while maintaining CRM records and collaborating with other departments.

The position emphasizes AI-driven transformation and opportunities for growth as part of Genpact's global delivery model.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Responsibilities

• Customer Interaction: Handle incoming customer queries via phone, email, chat, or social media. Provide accurate and timely information to customers regarding products, services, or policies. Resolve customer complaints efficiently and elevate issues when necessary.
• Process Adherence: Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery. Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Issue Resolution: Analyze customer problems and provide appropriate solutions or alternatives. Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Quality Assurance: Ensure high-quality customer interactions by adhering to quality standards. Participate in training sessions and continuously improve knowledge of products and processes.
• Data Management: Accurately enter and maintain customer data. Prepare reports on customer feedback, issues, and service efficiency.
• Customer Retention: Identify opportunities to upsell or cross-sell products or services. Foster positive relationships with customers to enhance customer loyalty.
• Feedback and Improvement: Gather customer feedback and relay it to relevant teams for product or process improvement. Suggest improvements in customer service processes based on customer interactions.

Job description

Genpact is seeking an Associate - Customer Care - Blended in the Philippines, with external referrals only. The role covers handling customer inquiries across phone, email, chat, and social media, delivering accurate information and resolving issues within SOPs, while maintaining CRM records and collaborating with other departments.

The position emphasizes AI-driven transformation and opportunities for growth as part of Genpact's global delivery model.