Hybrid Customer Care Associate — Elevate Customer Experience

BrightClaim; Balanga; On-site; PHP 220,000 - 300,000; Full time

Job summary

Genpact Philippines is seeking an Associate - Customer Care (Blended) to handle customer inquiries via multiple channels, resolve issues, and maintain records in the CRM. You will collaborate with cross-functional teams to ensure high-quality service while exploring upsell opportunities.

The role emphasizes adherence to SOPs, data accuracy, and customer-centric problem solving in a fast-moving AI-enabled environment. Balancing learning with delivering value is expected.

Qualifications

• Formal degree in business, comms, hospitality, IT or marketing.
• Industry certifications in supply chain, CSCSMS, QA testing or related fields.
• Experience in customer care and CRM systems is preferred.

Responsibilities

• Handle customer queries via phone, email, chat, and social media with accurate information.
• Follow SOPs and update customer records in CRM.
• Analyze issues and coordinate with technical, billing, or logistics teams for resolution.
• Identify upsell/cross-sell opportunities and maintain customer relationships.

Skills

Account Maintenance

Banking

Claims Resolution

Customer Care

Customer Experience

Journey Mapping

Online Support

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

APICS CSCP Certification

ServiceNow Certified (CSM)

ISTQB CTFL

PCS Horeca FormaBePro

Job description

Genpact Philippines is seeking an Associate - Customer Care (Blended) to handle customer inquiries via multiple channels, resolve issues, and maintain records in the CRM. You will collaborate with cross-functional teams to ensure high-quality service while exploring upsell opportunities.

The role emphasizes adherence to SOPs, data accuracy, and customer-centric problem solving in a fast-moving AI-enabled environment. Balancing learning with delivering value is expected.