Non- Employee Referral Program- Process Associates

BrightClaim; Balanga; On-site; PHP 250,000 - 360,000; Full time

Job summary

Genpact is hiring for an Associate - Customer Care - Voice to handle customer inquiries via phone, email, chat, and social media across multiple channels. You will provide accurate product information, resolve issues, and escalate where needed, while following SOPs and updating CRM records.

The role emphasizes quality interactions and opportunities to upsell while building strong customer relationships. The position requires a relevant bachelor's degree and certifications in customer experience.

Qualifications

• Bachelor degree in one of the listed fields is required.
• Certifications in customer experience are a plus.
• Experience with customer-facing technologies is preferred.

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 escalated issues when necessary.
• Follow SOPs and maintain documentation in CRM or relevant databases.
• Analyze problems and coordinate with other departments for resolution.
• Assist in data management and reporting on feedback and service efficiency.
• Identify upsell or cross-sell opportunities and nurture customer relationships.
• Suggest process improvements based on customer interactions.

Skills

Customer Care

Customer Experience

Voice Support

Online Customer Support

Sales Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Associate - Customer Care - Voice

Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Customer Interaction

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 escalated issues when necessary.

Process Adherence

Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery.

Maintain documentation and update customer records accurately in the CRM or relevant databases.

Issue Resolution

Analyze customer problems and provide appropriate solutions or alternatives.

Coordinate with other departments like 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.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface

Additional Job Location

Balanga City JP, Quezon City JP

Job Type

Regular

Master Skill List

Customer Care - Voice

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a ‘starter kit,’ paying to apply, or purchasing equipment or training.