AI-Powered Customer Care Specialist

Genpact (UK) Limited; Balanga; On-site; PHP 240,000 - 360,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Voice to handle customer inquiries via phone, email, chat, or social media, ensuring accurate information and timely resolution. The role emphasizes SOP adherence, CRM data integrity, and cross-functional collaboration to resolve issues and enhance the customer experience.

The position involves data entry, quality assurance, and potential upsell opportunities, contributing to ongoing process improvements and customer loyalty across diverse client

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Customer Experience Certification (COPC) and Professional Customer Service certifications.

Responsibilities

• Handle incoming customer inquiries via phone, email, chat or social media and provide accurate information.
• Follow SOPs and document accurately in CRM and databases.
• Analyze problems and coordinate with other departments for resolutions.
• Maintain high-quality interactions by adhering to standards and training.
• Enter and maintain customer data; prepare reports on feedback and service efficiency.
• Identify opportunities to upsell/cross-sell products; nurture customer relationships.
• Relay feedback to teams for product/process improvements.

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 Language

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact is seeking an Associate - Customer Care - Voice to handle customer inquiries via phone, email, chat, or social media, ensuring accurate information and timely resolution. The role emphasizes SOP adherence, CRM data integrity, and cross-functional collaboration to resolve issues and enhance the customer experience.

The position involves data entry, quality assurance, and potential upsell opportunities, contributing to ongoing process improvements and customer loyalty across diverse client