Sr. Associate - Customer Care - Blended 5B

Sr. Associate - Customer Care - Blended Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.   If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.    Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook . Job Description Multichannel Customer Engagement • Manage both inbound and outbound interactions across voice, email, and chat platforms to address customer queries effectively • Provide support for order-related inquiries, schedule services, account questions, or general product/service issues 2. Issue Resolution & First-Contact Closure • Resolve customer issues with empathy and efficiency, aiming for first-contact resolution whenever possible • For specific processes like payment collection, negotiate payment plans and resolve billing disputes when required 3. Accurate Documentation • Maintain detailed records of interactions in CRM systems, logging inquiries, actions, and resolutions clearly and accurately 4. Internal Collaboration & Escalation • Collaborate with cross-functional teams to resolve complex issues, escalating when necessary • Use feedback loops to help improve product, process, or service delivery 5. Adherence to Policies & Standards • Follow SOPs, quality guidelines, and compliance protocols throughout customer interactions 6. Performance Metrics & Continuous Improvement • Meet defined KPIs such as customer satisfaction (CSAT), turnaround time (TAT), AHT, and quality scores • Provide insights or feedback on recurring issues to help refine processes or knowledge base documentation 7. Knowledge Management & Skill Development • Stay updated on products, services, policies, and tools to deliver accurate support. • Contribute to building or updating self-help documents or FAQs for faster resolution Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone Required Skills Customer Care, Customer Experience (CX) Language English (Required), English (Required) Language Proficiency - Intermediate - B1 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Blended Remote Type - Hybrid Work Shift - Day Job (Philippines) Why join Genpact? •     Lead AI-powered transformation – Drive innovation and solve real-world business challenges