AI-Driven Voice Customer Care Associate

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Philippines; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Genpact in the Philippines is seeking an Associate - Customer Care - Voice to handle inquiries via phone, email, chat, and social media. You will provide accurate information, resolve issues, and maintain CRM records while following SOPs.

The role emphasizes customer care, quality assurance, and collaboration with technical or billing teams. This is a hybrid position with opportunities for growth in AI-driven customer solutions.

Qualifications

• Bachelor’s degree or equivalent in relevant field.
• Strong communication and problem-solving skills.
• Experience in customer care or contact center is a plus.

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.
• Follow SOPs and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments for issue resolution.
• Ensure high-quality customer interactions by adhering to quality standards.
• Prepare reports on customer feedback, issues, and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Communications

Bachelor’s degree in Hospitality Management

Bachelor’s degree in Information Technology

Bachelor’s degree in Marketing

Tools

None

Job description

Genpact in the Philippines is seeking an Associate - Customer Care - Voice to handle inquiries via phone, email, chat, and social media. You will provide accurate information, resolve issues, and maintain CRM records while following SOPs.

The role emphasizes customer care, quality assurance, and collaboration with technical or billing teams. This is a hybrid position with opportunities for growth in AI-driven customer solutions.