Associate, AI-Driven Customer Care (Blended) — External Referrals

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Muntinlupa; On-site; PHP 223,000 - 502,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Blended in the Philippines. The role involves handling customer queries across channels, following SOPs, and maintaining CRM records to ensure consistency and accuracy.

Ideal candidates will have business or related degrees and relevant certifications. You will participate in training and work to improve product knowledge while strengthening customer retention and satisfaction.

Qualifications

• Bachelors degrees in relevant fields are preferred.
• Certifications in CSCP or customer service management add value.
• ISTQB CTFL is a plus for quality assurance roles.
• Experience across customer care and CX processes is beneficial.

Responsibilities

• Handle inquiries via phone, email, chat, or social media.
• Follow SOPs and maintain accurate CRM records.
• Coordinate with other departments to resolve issues.
• Ensure high-quality interactions and participate in training.
• Enter data accurately and prepare feedback reports.
• Identify upsell opportunities and build customer relationships.
• Relay customer feedback for process improvements.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Customer Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Tools

APICS CSCP

ServiceNow CSMS

ISTQB CTFL

PCS Horeca

SMG/KRC Poland HR

Job description

Genpact is seeking an Associate - Customer Care - Blended in the Philippines. The role involves handling customer queries across channels, following SOPs, and maintaining CRM records to ensure consistency and accuracy.

Ideal candidates will have business or related degrees and relevant certifications. You will participate in training and work to improve product knowledge while strengthening customer retention and satisfaction.