Hybrid Customer Care Associate — Shape AI‑Driven Service

Genpact (UK) Limited; Muntinlupa; Hybrid; PHP 240,000 - 360,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care for a blended work arrangement in the Philippines. You will handle multi-channel customer interactions, provide product and policy information, and resolve issues with a focus on quality and customer satisfaction.

Working in a dynamic, AI-driven environment, you’ll document interactions, maintain CRM records, and collaborate with cross-functional teams to improve processes and retention. External referrals are encouraged for this role.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Certification in CSCP, ServiceNow CSMS, ISTQB CTFL, PCS Horeca, SMG/KRC Poland HR.

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 update customer records accurately in the CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments for issue resolution.
• Ensure high-quality interactions by adhering to quality standards and participating in training.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

CSCP Certification

ServiceNow CSMS

ISTQB CTFL

PCS Horeca

Job description

Genpact is seeking an Associate - Customer Care for a blended work arrangement in the Philippines. You will handle multi-channel customer interactions, provide product and policy information, and resolve issues with a focus on quality and customer satisfaction.

Working in a dynamic, AI-driven environment, you’ll document interactions, maintain CRM records, and collaborate with cross-functional teams to improve processes and retention. External referrals are encouraged for this role.