Associate - Customer Care - Sales & Support 5A

Genpact Ltd.; Quezon; On-site; PHP 279,000 - 446,000; Full time

Job summary

Genpact Ltd. is seeking an Associate - Customer Care for Sales & Support in Quezon, Philippines. This full-time office role focuses on handling customer queries via multiple channels, delivering accurate product information, resolving issues, and maintaining customer data in CRM systems.

The position emphasizes adherence to SOPs, collaboration with other departments, and opportunities to upsell while building lasting customer relationships in a fast-paced, innovation-driven environment.

Qualifications

• Bachelor's degree in business, communication, marketing or related field.
• Strong customer care mindset with ability to handle queries professionally.
• Excellent verbal and written English communication skills.

Responsibilities

• Handle customer queries via phone, email, chat or social media.
• Provide accurate information about products, services or policies.
• Resolve complaints and escalate when needed.
• Maintain customer records in CRM and internal databases.
• Assist with upsell/cross-sell opportunities and nurture loyalty.
• Collaborate with technical support, billing, logistics as needed.
• Follow SOPs and contribute to process improvements.

Skills

Customer care

English proficiency

Communication

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Marketing

Master's degree in Marketing

Tools

CRM systems

Job description

Associate - Customer Care - Sales & Support 5A### Associate - Customer Care - Sales & Support 5AApply: Office: 1901-G-Php: Cyberpob, Quezon, Philippines: Full time: Posted Today: End Date: December 16, 2026 (30+ days left to apply): JR10034203Associate - Customer Care - Sales & Support**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 escalate 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, ITIL Foundation - AxelosAxelos, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources**Required Skills**Customer Care**Language**English (Required), English (Required)**Language Proficiency -**Upper Intermediate - B2**Additional Job Location -****Job Type**Regular**Master Skill List -**Customer Care - Sales & Support**Remote Type -**Office**Work Shift -**Flex Time (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. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.