Associate - Customer Care - Blended 5A

1901 Genpact Services LLC (Philippines branch); Muntinlupa; Hybrid; PHP 240,000 - 360,000; Full time

Job summary

Genpact Philippines is hiring an Associate - Customer Care to handle inquiries via phone, email, chat, or social media. You will resolve issues, update customer records, and follow SOPs to ensure accurate data and service quality.

This blended role operates from our office in Manila, offering exposure to AI-powered transformation initiatives and opportunities to contribute to process improvements while building customer trust and loyalty. Training and ongoing learning support are provided.

Qualifications

• Proven ability to handle customer interactions with attentiveness and clarity.
• Strong data entry and CRM record-keeping skills.
• Excellent English communication and problem-solving abilities.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information on products, services or policies.
• Resolve complaints and escalate when necessary to ensure timely resolution.
• Follow SOPs and update customer records in the CRM.
• Coordinate with other departments to resolve issues and improve service.
• Enter and maintain customer data accurately and prepare feedback reports.
• Identify opportunities to upsell or cross-sell and foster loyalty.

Skills

Customer Care

Account Maintenance

English Proficiency

Education

Bachelor's Degree

Job description

Associate - Customer Care - Blended Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting‑edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Customer Interaction: Handle incoming customer queries via phone, email, chat, or social media. Provide accurate and timely information to customers regarding products, services, or policies. Resolve customer complaints efficiently and escalates issues when necessary.
• Process Adherence: Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery. Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Issue Resolution: Analyze customer problems and provide appropriate solutions or alternatives. Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Quality Assurance: Ensure high-quality customer interactions by adhering to quality standards. Participate in training sessions and continuously improve knowledge of products and processes.
• Data Management: Accurately enter and maintain customer data. Prepare reports on customer feedback, issues, and service efficiency.
• Customer Retention: Identify opportunities to upsell or cross‑sell products or services. Foster positive relationships with customers to enhance customer loyalty.
• Feedback and Improvement: Gather customer feedback and relay it to relevant teams for product or process improvement. Suggest improvements in customer service processes based on customer interactions.

Qualifications

• Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing, Certifications APICS - Certified Supply Chain Professional certification (CSCP) - American Production and Inventory Control Society (APICS)American Production and Inventory Control Society (APICS), Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca FormaBeProHoreca FormaBePro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

• Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support Language English, English Language Proficiency - Upper Intermediate - B2

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Blended Remote Type - Office Work Shift - Any (Philippines)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real‑world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.