Hybrid Customer Care Associate | AI-Savvy Support Pro

Genpact Services LLC; Muntinlupa; Hybrid; PHP 268,000 - 357,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care (Blended) in the Philippines to handle inquiries across phone, email, chat, and social media, delivering accurate, timely information on products and policies.

The role emphasizes efficient issue resolution, adherence to SOPs, and proactive CRM data maintenance. You'll collaborate with technical support, billing, and logistics, while aiming to upsell where appropriate and uphold service quality standards.

Qualifications

• Experience handling customer inquiries via phone, email, chat, and social media.
• Ability to document and update customer records in the CRM.
• Strong problem solving to resolve issues efficiently.
• Willingness to coordinate with other departments for resolution.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Resolve customer complaints and follow SOPs.
• Maintain documentation and update CRM records.
• Coordinate with 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.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Genpact is seeking an Associate - Customer Care (Blended) in the Philippines to handle inquiries across phone, email, chat, and social media, delivering accurate, timely information on products and policies.

The role emphasizes efficient issue resolution, adherence to SOPs, and proactive CRM data maintenance. You'll collaborate with technical support, billing, and logistics, while aiming to upsell where appropriate and uphold service quality standards.