Sr. Associate - Customer Care - Blended 5B

Genpact Services LLC; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care - Blended in the Philippines. You will handle multichannel customer engagement, resolving inquiries across voice, email, and chat, and maintain accurate documentation in CRM systems.

This role emphasizes collaboration, adherence to SOPs, and continuous improvement through feedback and knowledge sharing. The position offers a blended work arrangement with day shifts in the Philippines, focusing on customer care excellence and data-driven service

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality, Information Technology or Marketing.
• English language proficiency documented as Upper Intermediate (B2).
• Experience in Banking Capital Markets or customer care is preferred.

Responsibilities

• Manage inbound and outbound interactions across voice, email, and chat to address queries.
• Provide support for order-related inquiries and schedule services.
• Resolve issues with empathy and aim for first-contact resolution.
• Document interactions clearly in CRM systems.
• Collaborate with cross-functional teams and escalate when needed.
• Adhere to SOPs, quality guidelines and compliance protocols.
• Meet KPIs like CSAT, TAT, AHT and quality scores; contribute to knowledge base.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Sr. 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 issues

2. 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 required

3. Accurate Documentation

• Maintain detailed records of interactions in CRM systems, logging inquiries, actions, and resolutions clearly and accurately

4. 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 delivery

5. Adherence to Policies & Standards

• Follow SOPs, quality guidelines, and compliance protocols throughout customer interactions

6. 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 documentation

7. 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 FormaBeProHoreca FormaBePro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Data Management, Online Customer Support

Language

English, English

Language Proficiency -

Upper Intermediate - B2

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.