AI-Powered Customer Care Associate (Voice)

1401 Genpact India Pvt. Ltd.

Philippines

On-site

PHP 391,000 - 580,000

Full time

14 days+

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Job summary

Genpact Philippines is seeking an Associate - Customer Care - Voice to manage customer interactions across phone, email, chat, and social platforms. The role requires delivering accurate information, resolving issues, and maintaining records with strict SOP adherence.

Collaboration with technical support, billing, and logistics is essential to ensure service quality and customer retention. External referrals only.

Qualifications

Bachelor's degrees in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
Customer Experience Certification (COPC) and Professional Customer Service certifications are listed in the ad.

Responsibilities

Handle incoming customer queries via phone, email, chat, or social media.
Provide accurate and timely information regarding products, services, or policies.
Resolve customer complaints efficiently and elevate issues when necessary.
Follow SOPs and maintain documentation in CRM/databases.
Analyze problems and coordinate with technical support, billing, or logistics.
Enter and maintain customer data; prepare reports on feedback and service efficiency.
Identify upsell/cross-sell opportunities and foster customer retention.
Gather feedback and suggest process improvements.