Customer Service Representative- Process Associate

1401 Genpact India Pvt. Ltd.; Philippines; On-site; PHP 335,000 - 614,000; Full time

Job summary

Genpact Philippines is seeking an Associate - Customer Care - Voice to handle customer interactions across phone, email, chat, and social media. You will provide accurate information and resolve issues, ensuring high-quality service and adherence to SOPs.

You will document interactions in the CRM, coordinate with technical support and billing teams, and seek opportunities to improve processes and customer satisfaction.

Qualifications

• Experience handling customer interactions via multiple channels (phone, email, chat, social).
• Knowledge of CRM systems and maintaining accurate customer records.
• Ability to analyze problems and coordinate with internal teams for resolution.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information regarding products, services, or policies.
• Resolve customer complaints and escalate when necessary.

Skills

Customer Care

Customer Service

Speech Analytics

Technical Support

Voice UI

Education

Bachelor's degree - Business Administration

Bachelor's degree - Communications

Bachelor's degree - Information Technology

COPC Certification

Professional Customer Service - SMG/KRC Poland

Job description

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 -

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 elevate 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.

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

Certifications -
Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills -
Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface

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

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.

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.