Voice Customer Care Associate (5A)

About the role

Genpact is looking for an Associate - Customer Care - Voice (5A) to handle customer interactions by phone, email, chat or social media. The position is based in Romania, on a standard work shift, with a hybrid arrangement.

Key responsibilities

• Handle incoming customer queries and give accurate, timely information about products, services or policies.
• Resolve complaints efficiently and escalate issues when necessary.
• Analyze customer problems and coordinate with technical support, billing or logistics to find solutions.
• Follow SOPs and company guidelines, and keep customer records up to date in the CRM or relevant databases.
• Adhere to quality standards, take part in training and keep improving knowledge of products and processes.
• Enter customer data accurately, prepare reports on feedback and service efficiency, and suggest process improvements.
• Identify upsell or cross-sell opportunities and gather customer feedback to share with relevant teams.

Required profile

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Advanced Spanish (C1).
• Customer Experience certification (COPC) is listed among the qualifications.

Required skills

• Account maintenance and customer care
• Fraud detection and online customer support
• Voice-user interface