Customer Service Consultant, Process Associate

Summary

Join Genpact's team of professionals and contribute to delivering outcomes that shape the future. As a Customer Service Consultant – Process Associate – Spanish – Remote Romania, you will be responsible for managing customer requests related to leasing contracts, investigating and resolving customer inquiries, and providing information about leasing contracts.

Requirements

• Good knowledge of Spanish (C1) and English (B2)
• Bachelor’s degree
• Good MS Office knowledge
• Analytical thinking and self-starter

Responsibilities

• Manage customer requests related with leasing contracts
• Investigate and resolve customer inquiries in a timely and professional manner
• Provide information about leasing contracts, terms, and conditions to customers
• Assist customers in navigating leasing process and addressing any concerns they may have
• Adhere to high quality standards in terms of call etiquette, accuracy, and customer service excellence
• Being able to communicate effectively both verbally and in writing
• Collaborate with team members and other departments to address complex customer issues
• Process customer requests, changes, and updates in internal systems
• Flexibility to adjust to changing scenarios regarding ways of working
• Strive to exceed customer expectations and enhance overall satisfaction, projecting a positive image of the company and brand
• Proposing and implementing changes using own analyst view and creativity, focusing on process improvement
• Maintain accurate and up-to-date customer records and documentation
• Sharing with all team members any relevant knowledge obtained through customer interactions
• Attend training sessions
• Arrange working schedules with colleagues flexibly, according to business needs, ensuring a high level of availability during working hours
• Successfully complete the training plan and pass the Process Knowledge Test (PKT) on a regular basis
• Provide assistance to new team members whenever possible
• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date

Preferred Qualifications

• Relevant experience in phone customer service
• High motivation and ability to learn
• Ability to work under time pressure

Benefits

• Attractive salary
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional trainings and great career development opportunities
• Free access to our award-winning learning platform
• Meal Tickets
• Medical Services
• Insurance
• Additional vacation days
• Partner discounts