Sr. Associate - Customer Care - Blended 5B

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

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

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

Accurate Documentation

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

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

Adherence to Policies & Standards

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

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

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

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 d