AI-Driven Customer Care Specialist - Voice

BrightClaim; Muntinlupa; On-site; PHP 279,000 - 446,000; Full time

Job summary

Genpact in the Philippines is seeking a dedicated Associate - Customer Care - Voice to handle multi-channel inquiries and provide accurate product information. You will resolve issues, maintain records in CRM, and collaborate with technical support, billing, and logistics to ensure timely solutions.

Strong communication and problem-solving skills are essential, with focus on customer satisfaction and retention.

Qualifications

• Bachelor’s degree in one of the listed fields is required.
• Experience in customer care or CX is preferred.
• Certification in COPC or similar is a plus.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information regarding products, services, or policies.
• Resolve customer complaints and escalate when needed.
• Follow SOPs and maintain accurate customer records in CRM.
• Analyze problems and coordinate with tech support, billing, or logistics.
• Ensure high-quality interactions by adhering to standards.
• Enter and maintain customer data, prepare feedback reports.
• Identify upsell opportunities and foster customer loyalty.

Skills

Customer Care

CX (Customer Experience)

Voice Support

CRM Data Entry

Problem Solving

Cross-Functional Collaboration

Upselling & Retention

Quality Assurance

Analytical Thinking

Documentation & Reporting

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact in the Philippines is seeking a dedicated Associate - Customer Care - Voice to handle multi-channel inquiries and provide accurate product information. You will resolve issues, maintain records in CRM, and collaborate with technical support, billing, and logistics to ensure timely solutions.

Strong communication and problem-solving skills are essential, with focus on customer satisfaction and retention.