"Genuine empathy" means genuinely understanding and sharing someone else's feelings or emotions, showing sincere care and concern for them. Full definition
Do they seem to have genuine empathy for teens? (verywellmind.com)
All of the infants showed genuine empathy in emotional and cognitive ways. (developmentalscience.com)
When hiring, especially for customer service, find out if the candidate has the innate impulse to help others and the ability to express genuine empathy. (entrepreneur.com)