Voice Customer Care Specialist — AI-Driven Support

1401 Genpact India Pvt. Ltd.; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Voice in the Philippines to handle customer inquiries across phone, email, chat, and social media. You will provide accurate information, resolve issues, and escalate when needed while maintaining precise CRM records.

In a fast-paced, innovation-driven environment, you will collaborate with cross-functional teams to deliver high-quality service, participate in training, and continuously improve product knowledge and processes.

Qualifications

• Bachelor’s degree in a related field is preferred.
• Experience in customer care and service is advantageous.
• Certifications in CX or related areas are a plus.

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 issues when necessary.
• Follow SOPs and update customer records in the CRM.
• Analyze problems and provide appropriate solutions and alternatives.
• Coordinate with other departments for issue resolution.
• Ensure high-quality customer interactions and participate in training.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing (OLTP)

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact is seeking an Associate - Customer Care - Voice in the Philippines to handle customer inquiries across phone, email, chat, and social media. You will provide accurate information, resolve issues, and escalate when needed while maintaining precise CRM records.

In a fast-paced, innovation-driven environment, you will collaborate with cross-functional teams to deliver high-quality service, participate in training, and continuously improve product knowledge and processes.