AI-Driven Customer Care Specialist

Santriya Technologies; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Santriya Technologies is seeking an AI-Enabled Customer Care Executive (Voice / Non-Voice) to resolve customer questions and service requests across voice, chat and email using AI-assisted knowledge retrieval and case summaries, with the employee accountable for accurate, empathetic outcomes.

The role operates within a structured product and documentation framework, using only approved enterprise AI tools, maintaining data accuracy, privacy and required human review while ensuring timely,

Responsibilities

• Handle customer contacts following identity, privacy and product support procedures.
• Use AI to retrieve approved knowledge, summarize history and draft responses; confirm product version, eligibility and policy before communicating.
• Resolve supported issues at first contact and create clear cases for items requiring specialist action.
• Recognize complaints, vulnerable customers, fraud/security indicators and routed appropriately.
• Correct AI-generated summaries or recommendations before saving them to systems.
• Maintain tone, empathy and transparency, especially when automation cannot resolve the issue.
• Capture contact reason, outcome and knowledge gaps for analysis.
• Meet service levels without trading off accuracy, privacy or customer protection.

Job description

Santriya Technologies is seeking an AI-Enabled Customer Care Executive (Voice / Non-Voice) to resolve customer questions and service requests across voice, chat and email using AI-assisted knowledge retrieval and case summaries, with the employee accountable for accurate, empathetic outcomes.

The role operates within a structured product and documentation framework, using only approved enterprise AI tools, maintaining data accuracy, privacy and required human review while ensuring timely,