Voice Customer Care Associate – Impact at Scale

Genpact Ltd.; Makati; Hybrid; PHP 335,000 - 558,000; Full time

Job summary

Genpact Ltd. in Manila-based office is seeking an Associate for Customer Care - Voice to handle customer queries via phone, email, chat, or social media, delivering accurate information and courteous support.

You will follow SOPs, maintain records in the CRM, coordinate with technical, billing, and logistics teams, and look for opportunities to upsell while building trust and ensuring customers feel valued. This role offers evening shifts and a path to growth in a technology-driven environment.

Qualifications

• Bachelor’s degree in a relevant field such as Business Administration, Communications, Hospitality, IT or Marketing.
• Certifications in Customer Experience (COPC) or related fields are a plus.
• Strong command of English with upper-intermediate (B2) proficiency.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information regarding products, services or policies.
• Resolve customer complaints and escalate as needed.
• Maintain documentation and update customer records in CRM.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Identify upsell/cross-sell opportunities and foster customer loyalty.

Skills

Account Maintenance

Customer Care

Customer Experience

Online Support

Voice Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact Ltd. in Manila-based office is seeking an Associate for Customer Care - Voice to handle customer queries via phone, email, chat, or social media, delivering accurate information and courteous support.

You will follow SOPs, maintain records in the CRM, coordinate with technical, billing, and logistics teams, and look for opportunities to upsell while building trust and ensuring customers feel valued. This role offers evening shifts and a path to growth in a technology-driven environment.