Sr. Associate - Customer Care - Sales & Support
Genpact is an agentic and advanced technology solutions company (NYSE: G). We leverage process intelligence and artificial intelligence to deliver measurable outcomes, with a strong partner ecosystem and decades of client trust.
Responsibilities
•Manage and monitor daily activities of call center agents to ensure high productivity and consistent service quality.
•Support the development and implementation of procedures and policies to optimize operational efficiency and customer satisfaction.
•Analyze call center data and performance metrics to identify trends, gaps, and opportunities for improvement.
•Train and coach agents to enhance their skills, improve performance, and maintain service standards.
•Handle escalated customer inquiries with professionalism, ensuring timely and effective resolution.
•Collaborate with internal departments to resolve complex customer issues and improve overall service delivery.
•Generate performance reports and present findings to management to support operational decision-making.
Qualifications
Bachelor's in Business Administration, Communication, Marketing, or Sales; Master's in Marketing.
Certifications
•Certified Implementation Specialist - Customer Service Management (ServiceNow)
•ITIL Foundation (Axelos)
•Professional, Customer Service (PCS) (Horeca Forma Be Pro)
•Professional Customer Service (SMG/KRC Poland Human Resources)
•STI Certified Call Center Professional (CCCP) (Cornerstone)
Required Skills
Content Management, Content Management Systems (CMS), Customer Care, Data Analytics, Data Consulting, Data Science, Data Tools, Google Analytics, Help Desk Support, Invoice Payments, Marketing Analytics, Microsoft Office, Salesforce (Software), Social Media
Language
French (Required) — Advanced (C1)
Job Details
•Job Type: Regular
•Master Skill List: Customer Care - Sales & Support
•Remote Type: Remote
•Work Shift: Standard (Poland)
•Compensation Range: Initial pay starting from 7200 PLN
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 – courage, curiosity, and incisiveness, built on a foundation of integrity and inclusion, allow your ideas to fuel progress
