Senior AI Customer Care Associate (Hybrid)

Genpact Services LLC; Muntinlupa; Hybrid; PHP 446,000 - 670,000; Full time

Job summary

Genpact Philippines is seeking a Sr. Associate - Customer Care - Blended to manage multichannel customer interactions with a focus on first-contact resolution and quality service.

You will handle inquiries across voice, email, and chat, document interactions in CRM, and collaborate with cross-functional teams to improve processes. Ideal candidates have a relevant bachelor's degree and strong English skills, with prior customer care or support experience.

Qualifications

• Bachelor's degrees in business, communications, IT, marketing, or hospitality management.
• English language proficiency required (spoken and written).
• Experience in customer care or BPO environments is preferred.

Responsibilities

• Handle inbound and outbound multichannel customer interactions (voice, email, chat).
• Provide order-related support, service scheduling, and account queries.
• Document interactions accurately in CRM systems and follow SOPs.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Customer Service Analytics

Online Customer Support

Education

Bachelors in Business Administration

Bachelors in Communication

Bachelors in Hospitality Management

Bachelors in Information Technology

Bachelors in Marketing

Job description

Genpact Philippines is seeking a Sr. Associate - Customer Care - Blended to manage multichannel customer interactions with a focus on first-contact resolution and quality service.

You will handle inquiries across voice, email, and chat, document interactions in CRM, and collaborate with cross-functional teams to improve processes. Ideal candidates have a relevant bachelor's degree and strong English skills, with prior customer care or support experience.