Associate - Customer Care - Non - Voice 5A

Genpact Ltd.; Muntinlupa; On-site; PHP 268,000 - 424,000; Full time

Job summary

Genpact Ltd. in Manila is seeking an Associate - Customer Care - Non-Voice to handle inquiries via phone, email, chat and social media, delivering accurate information and resolving issues efficiently.

You will follow SOPs, maintain records in CRM, collaborate with technical, billing or logistics teams, and contribute to data quality and customer retention.

If you thrive in a fast-paced, innovation-driven environment and want to grow with a global leader, this is your moment.

Qualifications

• Bachelor’s level education not explicitly required in the job ad, but multiple certifications are listed in the qualifications section.
• Relevant customer service certifications are acknowledged in the ad.
• Experience in handling customer interactions across channels is implied by the role requirements.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information regarding products, services, or policies.
• Resolve complaints efficiently and escalate when necessary.
• Follow SOPs and update customer records in CRM.

Skills

Customer Care

CX

Online Customer Support

Customer Journey Mapping

Banking Capital Markets

Claims Resolution

English

Job description

Associate - Customer Care - Non - Voice

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 - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified Customer Service Representative (CCSR) - TransmanTransman, Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, ITIL Foundation - AxelosAxelos, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, Supply Chain Design Certification - LinkedIn LearningLinkedIn Learning

Required Skills

Account Maintenance, Banking Capital Markets, Claims Resolution, Customer Care, Customer Experience (CX), Customer Journey Mapping, Online Customer Support Language English, English (Required) Language Proficiency - Intermediate - B1 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Non - Voice Remote Type - Office Work Shift - Night Job (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

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.