Associate, Customer Care (Blended) – AI-Driven Support

Genpact (UK) Limited; Muntinlupa; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Genpact (UK) Limited is hiring an Associate - Customer Care - Blended to handle inquiries across phone, email, chat, and social media from customers in the Philippines. You will ensure accurate information, resolve issues, and maintain CRM records with a focus on service quality.

You will work in a blended environment, collaborating with technical and billing teams to resolve complex problems while following SOPs and driving customer satisfaction through effective issue handling and data

Qualifications

• Bachelor’s degree in a related field.
• Experience delivering customer care across multiple channels is valued.
• Strong written and verbal communication skills required.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information regarding products, services, or policies.
• Resolve customer complaints and escalate when necessary.
• Follow SOPs and maintain accurate customer records in the CRM.
• Analyze problems and coordinate with other departments to resolve issues.
• Aim for high-quality interactions and contribute to continuous process improvements.
• Identify opportunities to upsell or cross-sell where appropriate.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact (UK) Limited is hiring an Associate - Customer Care - Blended to handle inquiries across phone, email, chat, and social media from customers in the Philippines. You will ensure accurate information, resolve issues, and maintain CRM records with a focus on service quality.

You will work in a blended environment, collaborating with technical and billing teams to resolve complex problems while following SOPs and driving customer satisfaction through effective issue handling and data