Voice Customer Care Specialist

Genpact Ltd.; Balanga; On-site; PHP 290,000 - 469,000; Full time

Benefits offered by this job

Night shift allowance

Job summary

Genpact Ltd. is hiring an Associate - Customer Care - Voice in Balanga, Philippines. The role handles customer inquiries via phone, email, and chat, delivering accurate product and policy information while resolving issues efficiently.

The incumbent will maintain customer records in the CRM, coordinate with other departments for smooth resolution, and seek opportunities to upsell or cross-sell where appropriate. Night shift work is required.

Qualifications

• Bachelor's degrees in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Experience in customer care or voice-based support is valued.
• English language proficiency required (Upper-Intermediate/B2).

Responsibilities

• Handle customer queries via phone, email, chat, or social media.
• Provide accurate information and resolve complaints, escalate when needed.
• Maintain CRM records and update customer data.
• Coordinate with technical support, billing, or logistics for issue resolution.
• Identify upsell/cross-sell opportunities and foster customer loyalty.
• Contribute to training and knowledge improvement.

Skills

Customer Care

Voice

Speech Analytics

Technical Support

Online Customer Support

OLTP

Sales Support

Language—English

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact Ltd. is hiring an Associate - Customer Care - Voice in Balanga, Philippines. The role handles customer inquiries via phone, email, and chat, delivering accurate product and policy information while resolving issues efficiently.

The incumbent will maintain customer records in the CRM, coordinate with other departments for smooth resolution, and seek opportunities to upsell or cross-sell where appropriate. Night shift work is required.