Sr. Associate - Customer Care - Blended 5B

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

Sr. Associate - Customer Care - Blended 5B### Sr. Associate - Customer Care - Blended 5BApply: Hybrid: 1901-G-Php: Ihub, Alabang, Philippines: Full time: Posted Today: End Date: December 10, 2026 (29 days left to apply): JR10034888Sr. Associate - Customer Care - Blended**Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.**Job Description**Multichannel Customer Engagement• Manage both inbound and outbound interactions across voice, email, and chat platforms to address customer queries effectively• Provide support for order-related inquiries, schedule services, account questions, or general product/service issues2. Issue Resolution & First-Contact Closure• Resolve customer issues with empathy and efficiency, aiming for first-contact resolution whenever possible• For specific processes like payment collection, negotiate payment plans and resolve billing disputes when required3. Accurate Documentation• Maintain detailed records of interactions in CRM systems, logging inquiries, actions, and resolutions clearly and accurately4. Internal Collaboration & Escalation• Collaborate with cross-functional teams to resolve complex issues, escalating when necessary• Use feedback loops to help improve product, process, or service delivery5. Adherence to Policies & Standards• Follow SOPs, quality guidelines, and compliance protocols throughout customer interactions6. Performance Metrics & Continuous Improvement• Meet defined KPIs such as customer satisfaction (CSAT), turnaround time (TAT), AHT, and quality scores• Provide insights or feedback on recurring issues to help refine processes or knowledge base documentation7. Knowledge Management & Skill Development• Stay updated on products, services, policies, and tools to deliver accurate support.• Contribute to building or updating self-help documents or FAQs for faster resolution**Qualifications**Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing**Certifications**Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone**Required Skills**Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Online Customer Support**Language**English (Required), English (Required)**Language Proficiency -**English (OVERALL - Proficient - C2), English (OVERALL - Proficient - C2)**Additional Job Location -****Job Type**Regular**Master Skill List -**Customer Care - Blended**Remote Type -**Hybrid**Work Shift -**Day Job (Philippines)**Why join Genpact?** • **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges that matter • **Make an impact** – Help global enterprises solve business challenges that matter • **Accelerate your career** – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • **Work with the best** – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • **Thrive in a values-driven culture** – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.