Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Process Associate, Customer Care

Genpact is searching for dynamic, forward-thinking individuals for a Customer Service, Voice Agent position in our Alabang, PHL Site, offering long term stability in this permanent placement role. This position is for a 24/7/365-day operation responding to inquiries from customers pertaining to card services. This position takes place in a call center environment and inquiries may come via live phone, email, and/or live chat services.

Responsibilities

Receive and respond to inbound customer calls/chats; capture and verify required information

• Comprehend customer requests, for products or services.

• Provide information to the customer and place appropriate notes in the system indicating exactly what action was taken or needs to be taken; attentiveness to notes/customer interaction detail for auditing, reporting and customer experience purposes

• Ensure accurate security procedures are followed on all e-commerce customer interactions

• Deliver outstanding service to our high-value customers by providing outstanding service and solutions to grow customer relationships.

• Act as a product knowledge specialist

• Provide excellent customer service and provide answers to customer questions within set standards

• Responsible for ensuring adherence to all operations and compliance procedures

Qualifications we seek in you

Minimum Qualifications / Skills

Experience in providing outstanding customer service in a credit card contact center

• Outstanding communication and interpersonal skills

• PC keyboarding and internet experience needed

• Dedicated worker, with the ability to work well both independently and within the context of a larger collaborative unit.

• Must have a flexible schedule (including weekend shift work)

Preferred Qualifications/ Skills

Experience in credit card contact center processes

• Experience in live-chat roles and/or inbound/outbound calling

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.