Hybrid Customer Care Associate — AI-Driven Support

Genpact (UK) Limited; Muntinlupa; Hybrid; PHP 279,000 - 469,000; Full time

Job summary

Genpact is recruiting for an Associate - Customer Care with a blended remote work setup. You will handle inquiries across phone, email, chat, and social media, ensure accurate information, and resolve issues by coordinating with multiple departments.

The role emphasizes process adherence, data accuracy, and opportunities to upsell, contributing to customer retention and service excellence. The position requires a Bachelor's degree across various fields and relevant certifications.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• APICS CSCP certification
• ServiceNow certification
• ISTQB CTFL certification
• PCS Horeca FormaBePro credential
• SMG/KRC Poland HR credential

Responsibilities

• 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.
• Follow SOPs and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM.
• Analyse customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Ensure high-quality customer interactions by adhering to quality standards and training sessions.
• Accurately enter and maintain customer data; prepare reports on feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products or services and foster customer loyalty.
• Gather customer feedback and relay it to relevant teams for product or process improvement.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Customer Support Language Profic

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

APICS CSCP

ServiceNow

ISTQB CTFL

PCS - Horeca FormaBePro

SMG/KRC Poland HR

Job description

Genpact is recruiting for an Associate - Customer Care with a blended remote work setup. You will handle inquiries across phone, email, chat, and social media, ensure accurate information, and resolve issues by coordinating with multiple departments.

The role emphasizes process adherence, data accuracy, and opportunities to upsell, contributing to customer retention and service excellence. The position requires a Bachelor's degree across various fields and relevant certifications.