Customer Care Associate - Blended, AI-Driven Support

Genpact; Balanga; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Blended to handle diverse customer interactions across channels in a fast-moving, innovation-driven environment. You will resolve issues, follow SOPs, and maintain customer data while collaborating with cross-functional teams.

The role emphasizes delivering high-quality service, upselling where appropriate, and contributing to continuous improvement. External referrals only, Balanga area.

Qualifications

• Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media and provide accurate information.
• Resolve customer complaints efficiently and elevate issues when necessary.
• Follow SOPs and document updates in CRM or databases.
• Analyze problems and provide solutions, coordinating with departments for resolution.
• Ensure high-quality interactions and contribute to knowledge improvements.
• Accurately enter and maintain customer data and prepare feedback reports.
• Identify opportunities to upsell or cross-sell products or services and foster loyalty.
• Gather feedback for product/process improvement.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Customer Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact is seeking an Associate - Customer Care - Blended to handle diverse customer interactions across channels in a fast-moving, innovation-driven environment. You will resolve issues, follow SOPs, and maintain customer data while collaborating with cross-functional teams.

The role emphasizes delivering high-quality service, upselling where appropriate, and contributing to continuous improvement. External referrals only, Balanga area.