AI-Powered Voice Customer Care Specialist | Hybrid

Genpact Ltd.; Metro Manila; Hybride; PHP 360 000 - 480 000; Plein temps

Résumé du poste

Genpact Ltd. is seeking an Associate for Customer Care - Voice in Manila area. The role involves handling inquiries via phone, email, chat, and social media with a focus on accurate information delivery and policy adherence.

The position emphasizes SOP compliance, data accuracy in CRM, cross-department coordination, and opportunities to upsell while maintaining high customer satisfaction. Hybrid work model with night shift options is offered.

Qualifications

• Bachelor-level degree in listed fields or equivalent.
• Certifications: COPC Experience Certification and related customer service credentials.
• Proficiency in English with Upper-Intermediate (B2) level.

Responsabilités

• Handle incoming customer queries via phone, email, chat, or social media.
• Follow SOPs and document accurately in CRM/databases.
• Resolve customer complaints and coordinate with technical support, billing, or logistics.
• Identify upsell/cross-sell opportunities and foster customer loyalty.

Connaissances

Account maintenance

Customer care

Customer experience (CX)

Customer service

Online customer support

Formation

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

Description du poste

Genpact Ltd. is seeking an Associate for Customer Care - Voice in Manila area. The role involves handling inquiries via phone, email, chat, and social media with a focus on accurate information delivery and policy adherence.

The position emphasizes SOP compliance, data accuracy in CRM, cross-department coordination, and opportunities to upsell while maintaining high customer satisfaction. Hybrid work model with night shift options is offered.