Senior Associate, AI-Driven Customer Care (Hybrid)

Genpact Ltd.; Muntinlupa; Hybrid; PHP 480,000 - 640,000; Full time

Job summary

Genpact Ltd. is hiring for a Senior Associate - Customer Care in a hybrid role at our Alabang, Philippines site. You will handle customer interactions across voice, email, and chat, resolve inquiries, and document actions in CRM with a focus on first-contact resolution and quality.

The role emphasizes ongoing learning of products, policies, and tools to deliver accurate support. Applicants should hold a relevant Bachelor's degree, and have skills in customer care, journey mapping, and analytics.

Qualifications

• Bachelors degrees listed across business, communication, hospitality, IT or marketing.
• Experience in customer care-related processes and customer service metrics is preferred.
• Proficiency in applying SOPs and adherence to policy guidelines.

Responsibilities

• Manage inbound and outbound interactions across voice, email, and chat.
• Address order inquiries, schedule services, and resolve product issues.
• Document interactions clearly in CRM and ensure first-contact closure where possible.
• Collaborate with cross-functional teams to resolve issues and escalate when needed.
• Adhere to quality standards and contribute to knowledge base updates.
• Monitor KPIs like CSAT, TAT, AHT, and quality scores for continuous improvement.
• Stay updated on products, services, and policies to provide accurate support.

Skills

Banking Capital Markets

Customer Care

Customer Experience

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Education

Bachelor of Business Administration

Bachelor of Communication

Bachelor of Hospitality Management

Bachelor of Information Technology

Bachelor of Marketing

Job description

Genpact Ltd. is hiring for a Senior Associate - Customer Care in a hybrid role at our Alabang, Philippines site. You will handle customer interactions across voice, email, and chat, resolve inquiries, and document actions in CRM with a focus on first-contact resolution and quality.

The role emphasizes ongoing learning of products, policies, and tools to deliver accurate support. Applicants should hold a relevant Bachelor's degree, and have skills in customer care, journey mapping, and analytics.