Senior AI-Powered Customer Care Specialist

1901 Genpact Services LLC (Philippines branch); Muntinlupa; Hybrid; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Genpact in the Philippines is seeking a Sr. Associate - Customer Care for blended/ hybrid work. You will handle multichannel customer engagement, resolve inquiries with empathy, and collaborate with cross-functional teams to improve service delivery.

The role emphasizes adherence to SOPs, meeting CSAT/TAT/AHT targets, and contributing to knowledge base enhancements. Knowledge of CRM systems and customer service analytics is beneficial.

Qualifications

• Bachelors degree in business, communication, hospitality, IT or marketing.
• Strong communication and customer-facing skills required.
• Experience delivering customer care and service excellence.
• Knowledge of CRM and service processes is a plus.

Responsibilities

• Manage inbound and outbound interactions across voice, email, and chat to address queries.
• Provide support for orders, services, accounts and product issues.
• Resolve issues with empathy and efficiency, aiming for first-contact resolution.
• Log inquiries, actions, and resolutions clearly in CRM systems.
• Collaborate with cross-functional teams and escalate when needed.
• Follow SOPs and quality guidelines; meet KPIs like CSAT, TAT, AHT.
• Stay updated on products, policies, and provide KB improvements.

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact in the Philippines is seeking a Sr. Associate - Customer Care for blended/ hybrid work. You will handle multichannel customer engagement, resolve inquiries with empathy, and collaborate with cross-functional teams to improve service delivery.

The role emphasizes adherence to SOPs, meeting CSAT/TAT/AHT targets, and contributing to knowledge base enhancements. Knowledge of CRM systems and customer service analytics is beneficial.