Sr. Associate - Customer Care - Voice 5B

Sr. Associate - Customer Care - Voice

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

Ready to shape the future of work? 

 
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.  
 
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.  
 
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.  

 

 Get to know us at 

 genpact.com  |  LinkedIn  |  X  |   YouTube  |   Facebook  

 

Inviting applications for the role of Contact Centre Specialist 

Location: Alabang, Philippines | Role: Full Time | Shift: •               5AM to 6PM Manila Time including weekends 

Shift 9 hours of working with rotational week offs 

Role Overview 

Inviting applications for the role of Contact Centre Specialist! 

The Contact Centre Specialist is the voice of Bank in both call and digital interactions with our customers. The role connects customers with products and services, making their interaction with our business easy and seamless. In this role, you will support customers in English via calls and chat.  

The ‘Specialist’ is experienced, a veteran who can handle the most challenging customer interactions. In doing so, they are a point of escalation and knowledge support for Contact Centre Associates on product, service and process queries  

Key Responsibilities  

Customer 

• Respond to customer phone calls, emails and online web messaging in English within acceptable timeframes, delivering service excellence for every customer. 

• Handle simple to complex calls requiring resolving basic customer enquiries, payments, disputes and actively looking for campaigns that can be advised to customers 

• Use quality guidelines to build rapport with customers. Demonstrate empathy and professionalism and reflect the bank’s customer-connectedness 

• Listen to and understand our customers’ needs, present solutions, identify opportunities for growth, and follow-up until enquiries is fully closed 

• Manage escalations and act as the first point of contact for customer complaints 

• Help Contact Centre Associates deliver a positive customer experience and resolve customer enquiries first time 

 

People 

• Always look for ways to improve the customer service you deliver 

• Care about the team and the people you work with 

• Keep your knowledge and skills up to date through ongoing learning and development 

• Respond positively to quality and performance feedback 

• Support team members by listening to ideas and encouraging others to share and develop ideas 

• Support the Team Leader to build product, policy and procedural knowledge 

• Identify skill-gaps, performance and behavioral issues and provide feedback to the Team Leader 

• Adhere to organisational values and governance standards by working collaboratively, exercising sound judgement, and consistently doing what is right, ensuring behaviours, decisions, and outcomes align with regulatory, risk, and operational expectations 

Process 

• Look for better ways to do things. Identify process improvements that make it easier for our customers to deal with us 

• Ensure you are on time, ready and available to respond to customers 

• Apply relevant policies and processes to complete all outstanding work 

• Strive to always deliver quality work that is free of errors 

• Meet or exceed established performance metrics, such as customer satisfaction, productivity and quality targets 

• You will be expected to interact with customers, team leaders, and operations manager 

• Actively participate in continuous improvement by identifying opportunities to enhance processes, controls, and outcomes, and by collaborating with peers and stakeholders to share learnings and best practices. 

 

Risk & Compliance Management 

• Operate within established risk management frameworks and ensure adherence to internal policies, procedures, and relevant legislation 

• Ensure customer interactions meet prescribed regulatory timeframes 

• Escalate identified issues, concerns, or risks to the appropriate teams for timely management and resolution 

• Complete all mandatory training requirements with-in the associated time frame 

• Positively reinforce a strong risk culture through governance, controls, and other best practices 

• Ensure strict adherence to compliance, confidentiality, information security, and data protection standards always 

• Identify and escalate potential risks or issues in a timely manner and support remediation actions to ensure effective ongoing risk management 

 

Qualifications/ Skills we seek in you! 

Minimum Qualifications 

• High School or Senior High School Graduate 

• Min 18 months customer service experience, preferably in an Australian banking environment or contact centre operations 

Preferred Experience/ Skills 

• Ability to handle difficult or challenging customer conversations 

• Demonstrated ability to effectively support customers experiencing vulnerability with empathy and care 

• Strong written and verbal communication skills 

• Strong numeracy and problem-solving skills 

• Ability to work in a fast-paced environment and handle a high volume of customer enquiries 

• Strong attention to detail and ability to maintain accurate records 

• Positive and professional attitude 

• Open to flexible schedule, including holidays, evenings and weekends 

• Communication (written / insights synthesis and reporting in a presentation) 

 

Why join Genpact? 

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation. 

• Make an impact – Drive change for global enterprises and solve business challenges that matter  

• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities 

• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.  

 

 
Let’s build tomorrow together. 

 

 

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. 

 

 

 

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Day Job (Philippines)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
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.