Remote Customer Service Consultant, Process Associate

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 Consultant – Process Associate – Spanish – Remote Romania

Responsibilities

•    Voice and non-voice processes managing 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.

•    Attending training sessions.

•    Arranging working schedules with colleagues flexibly, according to business needs, ensuring a high level of availability during working hours.

•    Successfully completing the training plan and passing the Process Knowledge Test (PKT) on a regular basis.

•    Providing 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•    Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.

•    Able to use tools such Excel, Word, PowerPoint - as per the business and process requirements.

Minimum Qualifications / Skills

•    Good knowledge of Spanish (C1) and English (B2).

•    Bachelor’s degree.

•    Good MS Office knowledge.

•    Analytical thinking and self-starter.

Preferred Qualifications/ Skills

•    Relevant experience in phone customer service.

•    High motivation and ability to learn.

•    Ability to work under time pressure.

•    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

•    Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts