Voice Customer Care Associate - AI-Powered Support (Hybrid)

1901 Genpact Services LLC (Philippines branch)

Balanga

Hybrid

PHP 300,000 - 500,000

Full time

6 days ago

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Job summary

Genpact is seeking an Associate - Customer Care - Voice in the Philippines to handle customer inquiries across channels, adhere to SOPs, and coordinate with technical, billing, and logistics to resolve issues. You will maintain records, participate in training, and contribute to service quality and customer retention.

Strong communicative abilities in English and up-to-date customer service experience are essential.

Qualifications

Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology, or related field.
COPC Customer Experience Certification is a plus.
Customer service experience and proficiency with CRM systems.

Responsibilities

Handle incoming customer queries via phone, email, chat, or social media and provide accurate information.
Follow SOPs and update customer records in CRM/databases.
Analyze problems and coordinate with other teams for resolution.
Maintain high quality interactions and participate in training to improve knowledge.
Enter and maintain customer data and prepare feedback reports.
Identify upsell/cross-sell opportunities and foster loyalty.
relay feedback to teams for product/process improvements.