Senior Associate - Customer Care Voice

About the role

Genpact is hiring a Senior Associate for Customer Care Voice, working remotely from Romania on a standard work shift. The role covers handling customer interactions by phone, email, chat or social media, following SOPs and keeping customer records up to date.

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, maintain documentation and update 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 foster customer loyalty.
• Gather customer feedback and suggest improvements to customer service processes.

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

• Customer care and customer service
• Data analytics
• Fraud detection and fraud disputes
• Sales and technical support

The position is remote, regular and on a standard work shift in Romania.