Senior Customer Care Associate - Hybrid Multichannel

Genpact Ltd.; Muntinlupa; Hybrid; PHP 420,000 - 540,000; Full time

Job summary

Genpact Ltd. is seeking a Sr. Associate - Customer Care for a blended hybrid role in Alabang, Philippines.

You will manage multichannel customer interactions, resolve inquiries, and document activities in CRM systems. The position emphasizes KPI-driven performance, quality service, and ongoing knowledge updates to support products and processes. The role requires a Bachelor's degree in a relevant field and strong English language skills.

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology or Marketing.
• Fluent in English with strong communication skills.
• Experience in customer care or contact center environments is preferred.

Responsibilities

• Handle inbound and outbound interactions across voice, email, and chat to resolve queries.
• Resolve issues with empathy, aiming for first-contact resolution.
• Maintain accurate documentation of interactions in CRM systems.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Customer Service Analytics

Online Customer Support

Education

Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology, Marketing

Job description

Genpact Ltd. is seeking a Sr. Associate - Customer Care for a blended hybrid role in Alabang, Philippines.

You will manage multichannel customer interactions, resolve inquiries, and document activities in CRM systems. The position emphasizes KPI-driven performance, quality service, and ongoing knowledge updates to support products and processes. The role requires a Bachelor's degree in a relevant field and strong English language skills.