Associate - Customer Care - Voice 5A

Genpact; Muntinlupa; Hybride; PHP 391 000 - 580 000; Plein temps

Résumé du poste

Genpact is seeking an Associate - Customer Care - Voice to manage customer interactions across channels, following SOPs, and ensuring data accuracy in the CRM. The role emphasizes issue resolution, collaboration with cross-functional teams, and opportunities to enhance customer loyalty.

Ideal candidates bring a background in business, communications, or related fields, with strong English skills and a customer-centric mindset.

Qualifications

• Bachelor’s degrees in business-related fields or communications.
• Certifications in customer experience preferred (e.g., COPC).
• Experience in customer care or contact center environments helpful.

Responsabilités

• Handle customer queries via phone, email, chat, or social media with accuracy.
• Follow SOPs and update CRM records.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Maintain high-quality interactions and participate in ongoing training.
• Enter and manage customer data; prepare feedback reports.
• Identify upsell/cross-sell opportunities and foster loyalty.

Connaissances

Customer Care

Voice

English Proficiency

Data Entry

Formation

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Description du poste

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 escalated 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

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.