Sr. Associate - Customer Care - Voice
Job Description
•Customer Interaction: Handle incoming customer queries via phone, email, chat, or social media. Provide accurate and timely information to customers regarding products, services, or policies. Resolve customer complaints efficiently and escalate issues when necessary.
•Process Adherence: Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery. Maintain documentation and update customer records accurately in the CRM or relevant databases.
•Issue Resolution: Analyze customer problems and provide appropriate solutions or alternatives. Coordinate with other departments like technical support, billing, or logistics for issue resolution.
•Quality Assurance: Ensure high-quality customer interactions by adhering to quality standards. Participate in training sessions and continuously improve knowledge of products and processes.
•Data Management: Accurately enter and maintain customer data. Prepare reports on customer feedback, issues, and service efficiency.
•Customer Retention: Identify opportunities to upsell or cross-sell products or services. Foster positive relationships with customers to enhance customer loyalty.
•Feedback and Improvement: Gather customer feedback and relay it to relevant teams for product or process improvement. Suggest improvements in customer service processes based on customer interactions.
Qualifications
•Bachelors in: Business Administration, Communication, Hospitality Management, Information Technology, or Marketing
Certifications
•Customer Experience Certification (COPC) - COPC Inc.
•Professional Customer Service - SMG/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
•Italian (Required) — Proficiency: Advanced - C1
Other Details
•Job Type: Regular
•Master Skill List: Customer Care - Voice
•Remote Type: Remote
•Work Shift: Standard (Romania)
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
