Sr. Associate - Customer Care - Voice 5B

Job description

Sr. Associate - Customer Care - Voice Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. Job Description Responsibilities: Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.  • Able to sense other people’s emotions and provide the answer or support based on their needs.  • Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.  • Identify and assess customers’ needs to achieve satisfaction  • Build sustainable relationships and trust with customer accounts through open and interactive communication  • Provide accurate, valid and complete information by using the right methods/tools  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution  • Follow communication procedures, guidelines and policies  • Take the extra mile to engage customers  • Being able to communicate effectively both verbally and in writing.  • Able to sense other people’s emotions and provide the answer or support based on their needs.  • Easy adjust to changing scenarios regarding ways of working.   • Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.  • Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts);  • Customer service through electronic channels.  • Projecting a positive image of the company and brand.  • Implementing changes using your creativity and focus on process improvement.  • Correct and complete documentation of all customer interactions. Having a good ‘know-how’ of the entire process.  • Using time effectively and prioritize the daily tasks accordingly.  • Sharing with all team members any relevant knowledge obtained through customer interactions.  • Attending training sessions.   • Arranging working schedules with colleagues flexibly, according to business needs.    • Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.    • Providing assistance to new colleagues whenever possible.  • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date  • Able to use tools such excel, word, PowerPoint - as per the business and process requirements. Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources Required Skills Banking Capital Markets, Customer Care, Customer Experience (CX), Cust