AI-Driven Voice Customer Care Associate

Genpact Services LLC; Balanga; On-site; PHP 335,000 - 469,000; Full time

Job summary

Genpact Philippines is seeking an Associate - Customer Care - Voice to handle incoming customer queries via phone, email, chat, or social media and provide accurate information. You will resolve complaints, ensure SOP adherence, and maintain customer records in the CRM.

This role requires a Bachelor's degree and English proficiency (Upper Intermediate - B2) with a night shift. Join a global AI-driven team and contribute to delivering high-quality customer service while developing skills through

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing.

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.
• Process Adherence: follow SOPs and guidelines for consistent service delivery.
• Maintain documentation and update customer records in the CRM.
• Issue Resolution: analyze problems and provide appropriate solutions or alternatives.
• Coordinate with other departments for issue resolution.
• Quality Assurance: ensure high-quality customer interactions.
• Participate in training sessions and improve knowledge of products and processes.
• Data Management: accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.
• Customer Retention: identify opportunities to upsell or cross-sell.
• Foster positive relationships to enhance loyalty.
• Feedback and Improvement: relay customer feedback for product or process improvement.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

OLTP

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Genpact Philippines is seeking an Associate - Customer Care - Voice to handle incoming customer queries via phone, email, chat, or social media and provide accurate information. You will resolve complaints, ensure SOP adherence, and maintain customer records in the CRM.

This role requires a Bachelor's degree and English proficiency (Upper Intermediate - B2) with a night shift. Join a global AI-driven team and contribute to delivering high-quality customer service while developing skills through