Customer Care Associate – Blended AI Support

Genpact; Balanga; On-site; PHP 279,000 - 391,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care to handle multi-channel customer interactions, provide accurate information, and resolve issues in a blended model.

The role emphasizes SOP adherence, data quality in CRM systems, and collaboration with technical, billing, and logistics teams to ensure exceptional customer experiences. Training and ongoing knowledge improvement are highlighted.

Qualifications

• Bachelor's degrees in business, communication, hospitality management, information technology, or marketing.

Responsibilities

• Handle customer queries via phone, email, chat, or social media and provide accurate information.
• Follow SOPs and maintain accurate customer records in the CRM or databases.
• Coordinate with other departments (technical support, billing, logistics) for issue resolution.
• Identify opportunities to upsell or cross-sell products or services and enhance customer loyalty.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact is seeking an Associate - Customer Care to handle multi-channel customer interactions, provide accurate information, and resolve issues in a blended model.

The role emphasizes SOP adherence, data quality in CRM systems, and collaboration with technical, billing, and logistics teams to ensure exceptional customer experiences. Training and ongoing knowledge improvement are highlighted.