AI-Driven Customer Care Voice Associate

1901 Genpact Services LLC (Philippines branch); Muntinlupa; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Mentorship

World-class learning opportunities

Equal opportunity employer

Job summary

Genpact invites applications for an Associate - Customer Care - Voice role in the Philippines. You will handle customer queries via phone, email, chat, or social media, ensuring accurate information and timely resolution across products and policies.

Maintain records in CRM, follow SOPs, and collaborate with technical, billing, and logistics teams to resolve issues. You will analyze problems, ensure quality interactions, participate in ongoing training, and look for opportunities to upsell where

Qualifications

• Bachelor-level education in business, communications, hospitality, IT or marketing.
• Experience in customer care processes and SCR data handling is preferred.
• Knowledge of CRM systems and data quality practices is desirable.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media and provide accurate, timely information.
• Follow SOPs and update customer records accurately in CRM or databases.
• Analyze problems and coordinate with technical support, billing or logistics for resolution.
• Maintain high-quality interactions by adhering to standards and participating in training.
• Enter and maintain customer data and prepare reports on feedback and service efficiency.
• Identify upsell opportunities and foster customer relationships for loyalty.
• Gather feedback and relay improvements to product or process teams.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing (OLTP)

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact invites applications for an Associate - Customer Care - Voice role in the Philippines. You will handle customer queries via phone, email, chat, or social media, ensuring accurate information and timely resolution across products and policies.

Maintain records in CRM, follow SOPs, and collaborate with technical, billing, and logistics teams to resolve issues. You will analyze problems, ensure quality interactions, participate in ongoing training, and look for opportunities to upsell where