Customer Service - Senior Process Associate – Spanish – On Site Bucharest

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Customer Service - Senior Process Associate – Spanish – On Site Bucharest

The Associate / Team Member serves as the primary liaison between our client and the customers, delivering timely and accurate operational support to them. This role is pivotal in enhancing the experience of the customers, requiring a strong track record in customer service. The Associate / Team Member addresses customer issues efficiently, collaborates with other stakeholders, and adheres to service level agreements for phone, chat, and / or email communications. Additionally, the role involves contributing to a positive team environment and driving process improvements.

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities

• Responsible for the Customer service operational tasks :

oCall handling

oChannel handling

oCustomer enquiries

oSales support

oNew business

oPolicy issuance

oPayment processing

oPolicy amendments Refunds

oRenewals

oCancellations

oComplaint handling

oCustomer surveys (NPS)

oSanctions screening

oFraud management

oResource demand planning

oTraining

Important : This job requires working a 24 / 7 schedule with alternating shifts.

Qualifications

Minimum qualifications

Preferred qualifications

What can we offer?