Associate - Customer Care - Voice (5A)

About the role

Genpact is hiring a Customer Care Voice Associate (5A) to handle customer interactions remotely. The role covers answering calls, emails, chats and social media messages, resolving issues and keeping customer records up to date. It is a regular, remote position with a standard shift in Romania.

Key responsibilities

• Handle incoming customer queries by phone, email, chat or social media and give accurate, timely information on 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 accurate in the CRM or relevant databases.
• Adhere to quality standards, take part in training and keep improving knowledge of products and processes.
• Enter and maintain customer data accurately and prepare reports on feedback, issues and service efficiency.
• Identify upsell or cross-sell opportunities and gather customer feedback to suggest process improvements.

Required profile

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

Required skills

• Account maintenance
• Customer care and customer service
• Fraud detection
• Voice services