Customer Care Voice Associate — AI-Driven Support

Genpact Ltd.; Muntinlupa; On-site; PHP 223,000 - 391,000; Full time

Job summary

Genpact Ltd. in Alabang, Philippines, invites applications for an Associate - Customer Care - Voice.

You will handle customer inquiries via phone, email, and chat, providing accurate information and resolving issues while adhering to SOPs and maintaining CRM records. You will collaborate with technical support, billing, and logistics to ensure high-quality service, while identifying opportunities to upsell and enhance customer loyalty.

Qualifications

• Bachelors degrees in listed fields are required or preferred.
• Certifications: COPC Customer Experience Certification and related qualifications.
• Professional Customer Service certifications are advantageous.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information regarding products, services, or policies.
• Resolve customer complaints and escalate when necessary.
• Follow SOPs and maintain accurate customer records in the CRM.
• Coordinate with technical support, billing, or logistics to resolve issues.
• Prepare reports on customer feedback and service efficiency.
• Identify upsell/cross-sell opportunities and foster customer loyalty.

Skills

Customer Care

Customer Experience

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

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

Genpact Ltd. in Alabang, Philippines, invites applications for an Associate - Customer Care - Voice.

You will handle customer inquiries via phone, email, and chat, providing accurate information and resolving issues while adhering to SOPs and maintaining CRM records. You will collaborate with technical support, billing, and logistics to ensure high-quality service, while identifying opportunities to upsell and enhance customer loyalty.