Customer Care Associate - Voice (5A)

About the role

Genpact is hiring an Associate - Customer Care - Voice (5A) for a remote position in Romania. The role handles customer interactions by phone, email, chat or social media, resolves issues and keeps customer records accurate, within a standard work shift.

Key responsibilities

• Handle incoming customer queries by phone, email, chat or social media and give accurate, timely information on products, services or policies.
• Resolve customer 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 maintain customer records in the CRM or relevant databases.
• Ensure quality of interactions, take part in training and improve 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 Spanish (C1).
• Customer Experience certification (COPC) is listed among the qualifications.

Required skills

• Account maintenance, online transaction processing (OLTP) and third-level support.
• Sales support, fraud detection and dispute handling, speech analytics and technical support.
• Virtual administrative support and voice-user interface.

The position is remote, on a standard work shift in Romania, and Genpact states it does not charge fees to apply.