Senior Customer Care Lead — Hybrid/Blended

Genpact Ltd.; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

Genpact Ltd. is seeking a Sr. Associate - Customer Care in the Philippines to manage multichannel customer engagement across voice, email, and chat.

You will address order inquiries, schedule services, and resolve billing or product issues with a focus on first-contact resolution. The role requires strong communication, familiarity with CRM tools, and a proactive attitude to improve processes and knowledge bases.

Qualifications

• Bachelor degree in a related field is required.
• Experience in customer service preferred.
• Familiar with CRM systems and documentation.
• Excellent communication and problem-solving skills.

Responsibilities

• Manage inbound and outbound interactions across voice, email, and chat.
• Provide support for order inquiries and service scheduling.
• Resolve issues with empathy and first-contact resolution when possible.
• Collaborate with cross-functional teams and escalate when needed.
• Follow SOPs, quality guidelines, and compliance.
• Meet KPIs like CSAT, TAT, AHT and quality scores.
• Contribute to knowledge base and self-help docs.

Skills

Customer Care

CX Analytics

Data Management

Communication

Problem Solving

Education

Bachelors in Business Administration

Bachelors in Communication

Bachelors in Hospitality Management

Bachelors in Information Technology

Bachelors in Marketing

Job description

Genpact Ltd. is seeking a Sr. Associate - Customer Care in the Philippines to manage multichannel customer engagement across voice, email, and chat.

You will address order inquiries, schedule services, and resolve billing or product issues with a focus on first-contact resolution. The role requires strong communication, familiarity with CRM tools, and a proactive attitude to improve processes and knowledge bases.