Associate - Customer Care - Voice 5A

Genpact Services LLC; Balanga; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

Genpact is hiring for Associate - Customer Care - Voice in the Philippines. This role handling customer inquiries across channels, providing accurate product information and guiding customers through solutions.

The team works in a hybrid setup with rotating shifts, offering exposure to AI-driven transformation projects, process improvements, and opportunities to grow in a global tech environment.

Qualifications

• Bachelor’s degree in one of the listed fields.
• Experience in customer care or CX roles is preferred.
• Strong written and spoken English required.

Responsibilities

• Handle customer queries via phone, email, chat, or social media.
• Provide accurate information and resolve complaints.
• Follow SOPs and document in CRM.
• Coordinate with technical, billing, or logistics teams.
• Identify upsell or cross-sell opportunities.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing (OLTP)

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Job description

Associate - Customer Care - 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 front‑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
• Hospitality Management, Bachelors
• Information Technology, Bachelors
• Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Hybrid

Work Shift -

Rotating (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.