AI-Driven Customer Care Specialist (Hybrid)

Genpact Ltd.; Muntinlupa; Hybrid; PHP 335.000 - 558.000; Vollzeit

Benefits dieser Stelle

Lead AI-powered transformation

Make an impact

Accelerate your career

Work with the best

Values-driven culture

Zusammenfassung

Genpact Ltd. is hiring for a Sr. Associate - Customer Care - Blended in the Philippines.

This role focuses on multichannel customer engagement, issue resolution, and accurate documentation to support enterprise clients within a dynamic AI-driven environment. The position emphasizes collaboration across teams, adherence to standards, and continuous improvement. Hybrid work setup and opportunities for growth are highlighted, with Genpact’s commitment to innovation and client value driving daily

Qualifikationen

• Bachelor degree in a relevant field (as listed)
• Experience or exposure to customer care in enterprise settings preferred
• Familiarity with multichannel support and CRM tools beneficial

Aufgaben

• Multichannel customer engagement across voice, email, and chat platforms
• Resolve customer issues with empathy, aiming for first-contact resolution
• Maintain detailed records of interactions in CRM systems
• Collaborate with cross-functional teams and escalate when needed
• Adhere to SOPs, quality guidelines and compliance protocols
• Meet KPIs like CSAT, TAT, AHT, and quality scores
• Contribute to updating self-help documents and knowledge bases

Kenntnisse

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Ausbildung

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

ServiceNow

Cornerstone

CRM Systems

Jobbeschreibung

Genpact Ltd. is hiring for a Sr. Associate - Customer Care - Blended in the Philippines.

This role focuses on multichannel customer engagement, issue resolution, and accurate documentation to support enterprise clients within a dynamic AI-driven environment. The position emphasizes collaboration across teams, adherence to standards, and continuous improvement. Hybrid work setup and opportunities for growth are highlighted, with Genpact’s commitment to innovation and client value driving daily