Associate - Customer Care - Voice 5A

1901 Genpact Services LLC (Philippines branch); Muntinlupa; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Mentorship

World-class learning opportunities

Equal opportunity employer

Job summary

Genpact invites applications for an Associate - Customer Care - Voice role in the Philippines. You will handle customer queries via phone, email, chat, or social media, ensuring accurate information and timely resolution across products and policies.

Maintain records in CRM, follow SOPs, and collaborate with technical, billing, and logistics teams to resolve issues. You will analyze problems, ensure quality interactions, participate in ongoing training, and look for opportunities to upsell where

Qualifications

• Bachelor-level education in business, communications, hospitality, IT or marketing.
• Experience in customer care processes and SCR data handling is preferred.
• Knowledge of CRM systems and data quality practices is desirable.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media and provide accurate, timely information.
• Follow SOPs and update customer records accurately in CRM or databases.
• Analyze problems and coordinate with technical support, billing or logistics for resolution.
• Maintain high-quality interactions by adhering to standards and participating in training.
• Enter and maintain customer data and prepare reports on feedback and service efficiency.
• Identify upsell opportunities and foster customer relationships for loyalty.
• Gather feedback and relay improvements to product or process teams.

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

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - 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 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 raise 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, English Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Office Work Shift - Evening 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
• 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.