Customer Care Advocate - Voice (AI-Driven Support)

Genpact; Balanga; On-site; PHP 300,000 - 420,000; Full time

Job summary

Genpact is hiring for an Associate - Customer Care - Voice. This role handles customer inquiries via phone, email, chat, and social media, delivering accurate information and resolving issues while adhering to SOPs and maintaining records in CRM.

You will coordinate with other departments to resolve problems, aim for high-quality interactions, and contribute to customer retention. A bachelor's degree in business-related fields and relevant certifications are expected.

Qualifications

• Bachelor's degree in a relevant field.
• Customer care experience is a plus.
• COPC or professional customer service certifications preferred.

Responsibilities

• 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.
• Follow SOPs and document interactions in CRM or databases.
• Analyze customer problems and propose appropriate solutions or alternatives.
• Coordinate with technical support, billing, or logistics to resolve issues.
• Ensure high-quality interactions by adhering to standards.

Skills

Customer Care

Customer Experience (CX)

Customer Service

Online Customer Support

Technical Support

Voice-User Interface

Account Maintenance

Banking Capital Markets

Fraud Detection

Fraud Disputes

Online Transaction Processing (OLTP)

Sales Support

Speech Analytics

Third Level Support

Virtual Administrative Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact is hiring for an Associate - Customer Care - Voice. This role handles customer inquiries via phone, email, chat, and social media, delivering accurate information and resolving issues while adhering to SOPs and maintaining records in CRM.

You will coordinate with other departments to resolve problems, aim for high-quality interactions, and contribute to customer retention. A bachelor's degree in business-related fields and relevant certifications are expected.