Voice Customer Care Associate — AI-Powered Solutions

Genpact (UK) Limited; Muntinlupa; On-site; PHP 30,000 - 50,000; Full time

Job summary

Genpact (UK) Limited in Manila is seeking an Associate - Customer Care - Voice to handle customer inquiries via phone, email, chat, or social media, deliver accurate information, and resolve issues efficiently. You will follow SOPs, keep CRM records up to date, collaborate with technical support, billing, and logistics, and contribute to service quality and customer retention.

This role emphasizes data accuracy, reporting on feedback, and opportunities to upsell where appropriate, in a

Qualifications

• Bachelor degrees in business, communication, hospitality, IT, or marketing.
• COPC Customer Experience Certification.
• Professional customer service credentials with recognized vendors.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information and resolve complaints; escalate when needed.
• Follow SOPs and keep CRM data up to date.
• Coordinate with technical support, billing, logistics for issue resolution.
• Identify upsell opportunities and foster loyalty.
• Report on customer feedback and service performance.

Skills

Customer Care

Customer Service

Voice Support

Online Support

Sales Support

Speech Analytics

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Customer Experience Certification (COPC)

Professional Customer Service - SMG/KRC Poland Human Resources

Job description

Genpact (UK) Limited in Manila is seeking an Associate - Customer Care - Voice to handle customer inquiries via phone, email, chat, or social media, deliver accurate information, and resolve issues efficiently. You will follow SOPs, keep CRM records up to date, collaborate with technical support, billing, and logistics, and contribute to service quality and customer retention.

This role emphasizes data accuracy, reporting on feedback, and opportunities to upsell where appropriate, in a