Customer Service Representative

Genpact (UK) Limited; Muntinlupa; On-site; PHP 335,000 - 614,000; Full time

Job summary

Genpact is hiring a Sr. Associate - Customer Care - Voice in Alabang, Muntinlupa, onsite. You will handle customer interactions across multiple channels, ensure SOP adherence, and collaborate with technical and billing teams to resolve issues while maintaining accurate CRM records.

The role emphasizes data-driven service, customer retention, and continuous learning through Genpact's programs. Excellent communication and problem-solving skills are essential for success in a fast-paced environment.

Qualifications

• Bachelor’s degree in business, communications, IT or marketing or related field.
• Experience in BPO/customer care environments preferred.
• Knowledge of CRM systems and data handling practices.

Responsibilities

• Handle customer queries via phone, email, chat, or social media with accurate information.
• Follow SOPs and update customer records in CRM.
• Coordinate with tech support, billing, or logistics to resolve issues.
• Maintain high-quality interactions and participate in training to improve knowledge.
• Enter and maintain customer data and generate reports on feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products and foster loyalty.
• Relay customer feedback to teams for product/process improvements.

Skills

Customer Care

Data Analytics

Sales

Technical Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

COPC Certification

Customer Experience (CX)

Job description

Sr. Associate - Customer Care - Voice

This position is only open for External Referrals. 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 - Build skills for the future with Genpact! Be on it. Join us as a Customer Service Representative Dayshift College graduate 24 months BPO experience Preferably with Mortgage experience Alabang, Muntinlupa City-onsite

• 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.

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• Certifications - Customer Experience Certification (COPC) - COPC Inc.
• Certifications - COPC Inc., Professional Customer Service - SMG/KRC Poland Human Resources
• Required Skills - Banking Capital Markets
• Required Skills - Customer Care
• Required Skills - Customer Experience (CX)
• Required Skills - Customer Service
• Required Skills - Data Analytics
• Required Skills - Fraud Detection
• Required Skills - Fraud Disputes
• Required Skills - Sales
• Required Skills - Technical Support
• Language – Language Proficiency
• Additional Job Location
• Job Type Regular
• Master Skill List - Customer Care - Voice
• Remote Type
• Work Shift

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

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. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way.