The initiation of your Genpact application process is slated for approximately 2 months from now.

Genpact Ltd.; Muntinlupa; Hybrid; PHP 279,000 - 469,000; Full time

Job summary

Genpact is recruiting for an Associate - Customer Care with a blended remote work setup. You will handle inquiries across phone, email, chat, and social media, ensure accurate information, and resolve issues by coordinating with multiple departments.

The role emphasizes process adherence, data accuracy, and opportunities to upsell, contributing to customer retention and service excellence. The position requires a Bachelor's degree across various fields and relevant certifications.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing
• APICS CSCP certification
• ServiceNow certification
• ISTQB CTFL certification
• PCS Horeca FormaBePro credential
• SMG/KRC Poland HR credential

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information to customers regarding products, services, or policies.
• Resolve customer complaints efficiently and elevate issues when necessary.
• Follow SOPs and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM.
• Analyse customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Ensure high-quality customer interactions by adhering to quality standards and training sessions.
• Accurately enter and maintain customer data; prepare reports on feedback and service efficiency.
• Identify opportunities to upsell or cross-sell products or services and foster customer loyalty.
• Gather customer feedback and relay it to relevant teams for product or process improvement.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Online Customer Support Language Profic

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

APICS CSCP

ServiceNow

ISTQB CTFL

PCS - Horeca FormaBePro

SMG/KRC Poland HR

Job description

Associate - Customer Care - Blended

This position is only open for External Referrals

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

Customer Interaction

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information to customers regarding products, services, or policies.
• Resolve customer complaints efficiently and elevate issues when necessary.

Process Adherence

• Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM or relevant databases.

Issue Resolution

• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.

Quality Assurance

• Ensure high‑quality customer interactions by adhering to quality standards. Participate in training sessions and continuously improve knowledge of products and processes.

Data Management

• Accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.

Customer Retention

• Identify opportunities to upsell or cross‑sell products or services.
• Foster positive relationships with customers to enhance customer loyalty.

Feedback and Improvement

• Gather customer feedback and relay it to relevant teams for product or process improvement.
• Suggest improvements in customer service processes based on customer interactions.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Certifications

• APICS - Certified Supply Chain Professional certification (CSCP) - American Production and Inventory Control Society (APICS)American Production and Inventory Control Society (APICS)
• 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

Required Skills

• Account Maintenance
• Banking Capital Markets
• Claims Resolution
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Online Customer Support Language Language Proficiency

Additional Job Location

• Balanga City JP
• Cebu City JP
• Quezon City JP
• Tagbilaran JP

Job Type

• Regular
• Master Skill List - Customer Care - Blended Remote Type - Work Shift

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.