Voice Customer Care Associate — AI-Driven Support

1401 Genpact India Pvt. Ltd.; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Genpact India Pvt. Ltd. is seeking an Associate - Customer Care - Voice to handle customer inquiries across phone, email, chat, and social media. The role emphasizes accurate information delivery, issue resolution, and adherence to SOPs while maintaining CRM records.

Candidates should have a business-related bachelor’s degree and strong communication skills. Opportunities include upselling, cross-selling, and contributing to process improvements in a fast-paced environment.

Qualifications

• Bachelor-level degree(s) required in listed fields.
• Experience in customer care or contact centers is preferred.
• Strong communication and problem-solving abilities.
• Familiarity with CRM systems and data management.
• Comfort with handling multiple communication channels.

Responsibilities

• Handle customer queries via phone, email, chat, or social media.
• Provide accurate product/service information and resolve complaints.
• Follow SOPs and maintain customer records in CRM.
• Coordinate with other departments to resolve issues.
• Focus on high-quality interactions and continuous knowledge improvement.
• Identify opportunities to upsell or cross-sell where appropriate.
• Contribute to process improvement based on feedback.

Skills

Customer Care

Voice support

Communication skills

Problem resolution

CRM knowledge

Data entry

Upselling/cross-selling

Quality focus

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact India Pvt. Ltd. is seeking an Associate - Customer Care - Voice to handle customer inquiries across phone, email, chat, and social media. The role emphasizes accurate information delivery, issue resolution, and adherence to SOPs while maintaining CRM records.

Candidates should have a business-related bachelor’s degree and strong communication skills. Opportunities include upselling, cross-selling, and contributing to process improvements in a fast-paced environment.