Hybrid Customer Care Associate - AI-Savvy Support

BrightClaim; Balanga; Hybrid; PHP 335,000 - 469,000; Full time

Job summary

Genpact is seeking an Associate to handle customer interactions across multiple channels, ensuring accurate information delivery and timely issue resolution. You will document conversations in CRM, adhere to SOPs, and work with technical, billing, and logistics teams to close cases.

The role emphasizes customer retention, data accuracy, and ongoing knowledge improvement through training and feedback loops. Balancing speed with quality is key in this blended work setup.

Qualifications

• Bachelor's degree in a relevant field.
• Experience handling multi-channel customer inquiries.
• Strong communication and problem-solving skills.
• Ability to document interactions accurately in CRM.
• Familiarity with process adherence and quality standards.

Responsibilities

• Handle customer queries via phone, email, chat, or social media.
• Provide accurate product or policy information and resolve issues.
• Follow SOPs and maintain up-to-date customer records in CRM.
• Coordinate with other departments to resolve complex problems.

Skills

Customer Care

Customer Experience

Online Support

Account Maintenance

Customer Journey Mapping

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Tools

CRM systems

ServiceNow

Job description

Genpact is seeking an Associate to handle customer interactions across multiple channels, ensuring accurate information delivery and timely issue resolution. You will document conversations in CRM, adhere to SOPs, and work with technical, billing, and logistics teams to close cases.

The role emphasizes customer retention, data accuracy, and ongoing knowledge improvement through training and feedback loops. Balancing speed with quality is key in this blended work setup.