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Inviting applications for the role of Customer Service – Senior Process Associate – German – 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   

o Responsible for the Customer service operational tasks:  

o   Call handling   

o   Channel handling   

o   Customer enquiries   

o   Sales support   

o   New business   

o   Policy issuance   

o   Payment processing   

o   Policy amendments Refunds   

o   Renewals   

o   Cancellations   

o   Complaint handling   

o   Customer surveys (NPS)   

o   Sanctions screening   

o   Fraud management   

o   Resource demand planning   

o   Training  

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

Qualifications   

Minimum qualifications   

• Graduation (any stream)  

• Customer Focus (focus on internal customers and impact on our external customers) 

•Bias for action (focus on results and use of intelligent risk taking)   

• Team Alignment (team player; supports and respects others)  

• Good verbal and written communication skills German B2 

• English min B2  

Preferred qualifications   

• Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.

• Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.

• Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.

• Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.

• Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.

• Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.

• Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.

• Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.

• Team Environment: Foster a positive and cooperative team environment.

• Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.

• Ability to work with various IT applications   

• Customer service orientation   

• Ability to work effectively under pressure    

• Knowledge of MS Office   

 What can we offer? 

• Attractive salary.

• Stable job offers - employment contract.

• Work in a multicultural environment;

• Various trainings (initiating, soft skills).

• Possibility of development;

• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.