PHP Employee Referral Evergreen

Genpact (UK) Limited; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Career growth opportunities

Mentorship and learning programs

Global exposure and cross-functional交流

Job summary

Genpact (UK) Limited is seeking an Associate - Customer Care - Voice in the Philippines. This role handles customer inquiries via phone, email, chat, or social media, providing accurate information and resolving issues while maintaining CRM records.

You will work within SOPs, collaborate with technical support and billing teams, and continuously improve knowledge through training. The position emphasizes high-quality interactions, data accuracy, and opportunities to upsell or cross-sell.

Qualifications

• Bachelor's degrees in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Fluency in handling customer interactions via voice and written channels.
• Experience or certification in customer care or CX is a plus.

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 escalate issues when necessary.
• Follow SOPs and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Ensure high-quality customer interactions by adhering to quality standards.
• Participate in training sessions and improve knowledge of products and processes.
• Accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.
• Foster positive relationships with customers to enhance loyalty.
• Gather feedback and relay it to relevant teams for product or process improvement.
• Suggest improvements in customer service processes based on interactions.

Skills

Customer Care

Customer Service

Online Customer Support

Speech Analytics

Voice interactions

Quality standards

Training adherence

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Associate - Customer Care - Voice

This position is only open for External Referrals 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 frontier 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 escalation issues when necessary.


• 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.


• Analyze customer problems and provide appropriate solutions or alternatives.


• Coordinate with other departments like technical support, billing, or logistics for issue resolution.


• Ensure high-quality customer interactions by adhering to quality standards.


• Participate in training sessions and continuously improve knowledge of products and processes.


• Accurately enter and maintain customer data.


• Prepare reports on customer feedback, issues, and service efficiency.


• Identify opportunities to upsell or cross-sell products or services.


• Foster positive relationships with customers to enhance customer loyalty.


• 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 Language Language Proficiency

Language Language Proficiency - Additional Job Location - Balanga City JP, Quezon City JP Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Work Shift -

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 or 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.

Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.