AI-Driven Voice Support Associate

Genpact (UK) Limited; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Career growth opportunities

Mentorship and learning programs

Global exposure and cross-functional交流

Job summary

Genpact (UK) Limited is seeking an Associate - Customer Care - Voice in the Philippines. This role handles customer inquiries via phone, email, chat, or social media, providing accurate information and resolving issues while maintaining CRM records.

You will work within SOPs, collaborate with technical support and billing teams, and continuously improve knowledge through training. The position emphasizes high-quality interactions, data accuracy, and opportunities to upsell or cross-sell.

Qualifications

• Bachelor's degrees in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Fluency in handling customer interactions via voice and written channels.
• Experience or certification in customer care or CX 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 escalate 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 like technical support, billing, or logistics for issue resolution.
• Ensure high-quality customer interactions by adhering to quality standards.
• Participate in training sessions and improve knowledge of products and processes.
• Accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.
• Foster positive relationships with customers to enhance loyalty.
• Gather feedback and relay it to relevant teams for product or process improvement.
• Suggest improvements in customer service processes based on interactions.

Skills

Customer Care

Customer Service

Online Customer Support

Speech Analytics

Voice interactions

Quality standards

Training adherence

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Genpact (UK) Limited is seeking an Associate - Customer Care - Voice in the Philippines. This role handles customer inquiries via phone, email, chat, or social media, providing accurate information and resolving issues while maintaining CRM records.

You will work within SOPs, collaborate with technical support and billing teams, and continuously improve knowledge through training. The position emphasizes high-quality interactions, data accuracy, and opportunities to upsell or cross-sell.