Voice Customer Experience Specialist

Genpact (UK) Limited; Muntinlupa; On-site; PHP 290,000 - 469,000; Full time

Job summary

Genpact (UK) Limited seeks an Associate - Customer Care - Voice in the Philippines to handle inbound inquiries via phone, email, chat, and social media, delivering accurate information and resolving issues efficiently.

Responsibilities include adhering to SOPs, maintaining CRM data, coordinating with technical, billing, and logistics teams, and aiming to upsell where appropriate while building lasting customer relationships.

Qualifications

• Bachelor's degree required or equivalent experience in business/communications/IT-related fields.
• Excellent communication and problem-solving skills.
• Experience in customer care or customer service environments.

Responsibilities

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate information and resolve issues; escalate when necessary.
• Follow SOPs and maintain accurate records in CRM/databases.
• Coordinate with other departments for issue resolution.
• Identify opportunities to upsell or cross-sell and foster customer loyalty.

Skills

Account Maintenance

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Fraud Detection

Fraud Disputes

Online Customer Support

OLTP

Sales Support

Speech Analytics

Technical Support

Third Level Support

Virtual Administrative Support

Voice-UI Language

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Job description

Genpact (UK) Limited seeks an Associate - Customer Care - Voice in the Philippines to handle inbound inquiries via phone, email, chat, and social media, delivering accurate information and resolving issues efficiently.

Responsibilities include adhering to SOPs, maintaining CRM data, coordinating with technical, billing, and logistics teams, and aiming to upsell where appropriate while building lasting customer relationships.