Senior Customer Care Associate - AI-Driven Support (Hybrid)

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Philippines; Hybrid; PHP 279,000 - 558,000; Full time

Job summary

Genpact, based in the Philippines, is seeking a Sr. Associate - Customer Care - Blended to deliver multichannel support across voice, email, and chat. You will handle orders, provide timely problem resolution, and document interactions in CRM while upholding SOPs and quality standards.

This role emphasizes first-contact resolution, collaboration with cross-functional teams, and ongoing learning in a fast-moving, innovation-driven environment with opportunities for career growth.

Qualifications

• Bachelor's degrees in Business Administration, Communications, Hospitality, IT, or Marketing.
• Experience in customer care and CX analytics is preferred.
• Proficient in English and able to work in a fast-paced environment.

Responsibilities

• Manage inbound and outbound interactions across voice, email, and chat to address customer questions.
• Provide support for order-related inquiries, scheduling services, and product/service issues.
• Document interactions clearly in CRM, including inquiries, actions, and resolutions.
• Collaborate with cross-functional teams and escalate when needed to resolve complex issues.
• Adhere to SOPs, quality guidelines, and compliance protocols while meeting KPIs.

Skills

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service Analytics

Online Customer Support

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communications

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Job description

Genpact, based in the Philippines, is seeking a Sr. Associate - Customer Care - Blended to deliver multichannel support across voice, email, and chat. You will handle orders, provide timely problem resolution, and document interactions in CRM while upholding SOPs and quality standards.

This role emphasizes first-contact resolution, collaboration with cross-functional teams, and ongoing learning in a fast-moving, innovation-driven environment with opportunities for career growth.