AI-Driven Customer Care Associate (Blended)

Genpact (UK) Limited

Muntinlupa

On-site

PHP 290,000 - 424,000

Full time

5 days ago

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Job summary

Genpact (UK) Limited is hiring an Associate for Customer Care - Blended in the Philippines. The role covers handling inquiries via phone, email, chat, and social media; providing accurate product and policy information; and resolving issues efficiently.

You will follow SOPs, maintain CRM records, and collaborate with technical, billing, and logistics teams. The ideal candidate has a strong background in customer care with experience in account maintenance, CX, and journey mapping, plus related

Qualifications

Bachelor's degrees in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing.
Certifications include APICS CSCP, ServiceNow Customer Service Management, ISTQB CTFL, Horeca FormaBePro, and SMG/KRC Poland HR.

Responsibilities

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.
Follow SOPs and company guidelines to ensure consistent service delivery.
Maintain documentation and update customer records accurately in the CRM or relevant databases.
Analyze customer problems and provide appropriate solutions or alternatives.
Coordinate with other departments like technical support, billing, or logistics for issue resolution.
Ensure high-quality customer interactions by adhering to quality standards and training.
Accurately enter and maintain customer data; prepare reports on feedback and service efficiency.
Identify upsell or cross-sell opportunities and foster positive customer relationships.
Gather customer feedback and relay it to relevant teams for product or process improvement.