Hybrid AI-Powered Customer Care Specialist

Genpact Ltd.; Muntinlupa; Hybrid; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Job summary

Genpact Ltd. in Alabang, Philippines, invites you to join a fast-moving, AI-powered customer care team.

As an Associate - Customer Care - Blended, you will handle inquiries via phone, email, chat, or social media, deliver accurate information, and resolve issues efficiently. This role emphasizes SOP adherence, CRM data integrity, collaboration with technical support and Billing, and opportunities to upsell.

Qualifications

• Bachelor's degrees in business, communications, hospitality management, IT or marketing.
• Certifications include APICS CSCP, ServiceNow, ISTQB CTFL and SMG/KRC Poland HR.
• English language proficiency required (C2).

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 issues when necessary.
• Maintain documentation and update customer records in the CRM or relevant databases.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Identify opportunities to upsell or cross-sell products or services.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Education

Bachelor's degree (Business Administration)

Bachelor's degree (Communication)

Bachelor's degree (Hospitality Management)

Bachelor's degree (Information Technology)

Bachelor's degree (Marketing)

Tools

APICS CSCP

ServiceNow

ISTQB CTFL

Job description

Genpact Ltd. in Alabang, Philippines, invites you to join a fast-moving, AI-powered customer care team.

As an Associate - Customer Care - Blended, you will handle inquiries via phone, email, chat, or social media, deliver accurate information, and resolve issues efficiently. This role emphasizes SOP adherence, CRM data integrity, collaboration with technical support and Billing, and opportunities to upsell.