AI-Driven Customer Care Specialist (Voice)

Genpact (UK) Limited; Muntinlupa; On-site; PHP 335,000 - 614,000; Full time

Job summary

Genpact is hiring a Sr. Associate - Customer Care - Voice in Alabang, Muntinlupa, onsite. You will handle customer interactions across multiple channels, ensure SOP adherence, and collaborate with technical and billing teams to resolve issues while maintaining accurate CRM records.

The role emphasizes data-driven service, customer retention, and continuous learning through Genpact's programs. Excellent communication and problem-solving skills are essential for success in a fast-paced environment.

Qualifications

• Bachelor’s degree in business, communications, IT or marketing or related field.
• Experience in BPO/customer care environments preferred.
• Knowledge of CRM systems and data handling practices.

Responsibilities

• Handle customer queries via phone, email, chat, or social media with accurate information.
• Follow SOPs and update customer records in CRM.
• Coordinate with tech support, billing, or logistics to resolve issues.
• Maintain high-quality interactions and participate in training to improve knowledge.
• Enter and maintain customer data and generate reports on feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products and foster loyalty.
• Relay customer feedback to teams for product/process improvements.

Skills

Customer Care

Data Analytics

Sales

Technical Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

COPC Certification

Customer Experience (CX)

Job description

Genpact is hiring a Sr. Associate - Customer Care - Voice in Alabang, Muntinlupa, onsite. You will handle customer interactions across multiple channels, ensure SOP adherence, and collaborate with technical and billing teams to resolve issues while maintaining accurate CRM records.

The role emphasizes data-driven service, customer retention, and continuous learning through Genpact's programs. Excellent communication and problem-solving skills are essential for success in a fast-paced environment.