AI-Powered Voice Customer Care Specialist

1401 Genpact India Pvt. Ltd.; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Genpact Philippines is seeking an Associate - Customer Care - Voice to handle customer interactions across phone, email, chat, and social media. You will provide accurate information and resolve issues, ensuring high-quality service and adherence to SOPs.

You will document interactions in the CRM, coordinate with technical support and billing teams, and seek opportunities to improve processes and customer satisfaction.

Qualifications

• Experience handling customer interactions via multiple channels (phone, email, chat, social).
• Knowledge of CRM systems and maintaining accurate customer records.
• Ability to analyze problems and coordinate with internal teams for resolution.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information regarding products, services, or policies.
• Resolve customer complaints and escalate when necessary.

Skills

Customer Care

Customer Service

Speech Analytics

Technical Support

Voice UI

Education

Bachelor's degree - Business Administration

Bachelor's degree - Communications

Bachelor's degree - Information Technology

COPC Certification

Professional Customer Service - SMG/KRC Poland

Job description

Genpact Philippines is seeking an Associate - Customer Care - Voice to handle customer interactions across phone, email, chat, and social media. You will provide accurate information and resolve issues, ensuring high-quality service and adherence to SOPs.

You will document interactions in the CRM, coordinate with technical support and billing teams, and seek opportunities to improve processes and customer satisfaction.