Associate - Customer Care - Voice 5A in Alabang

Associate - Customer Care - Voice Job Description Handle incoming customer queries via phone, email, chat, or social media, providing accurate and timely information about products, services, or policies. Resolve customer complaints efficiently and, when necessary, raise escalations. Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery, maintaining accurate documentation in the CRM. Analyze customer problems and provide appropriate solutions or alternatives, coordinating with technical support, billing, or logistics departments. Ensure high‑quality customer interactions by adhering to quality standards and participating in training sessions. Accurately enter and maintain customer data, preparing reports on feedback, issues, and service efficiency. Identify opportunities to upsell or cross‑sell products or services, fostering positive relationships for customer loyalty. Gather customer feedback and relay it to relevant teams for product or process improvement. Qualifications Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing. Certifications Customer Experience Certification (COPC) – COPC Inc. Professional Customer Service – SMG/KRC Poland Human Resources. Required 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. Language English – Upper Intermediate (B2) Job Type Regular Remote Type Hybrid Work Shift Rotating (Philippines) Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training. #J-18808-Ljbffr Filipino Contractors