Candidatul Ideal
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.
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
Descrierea jobului
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 requires working a 24/7 schedule with alternating shifts.
What can we offer?
· Attractive salary;
· Stable job offers - employment contract
· Work in a multicultural and diverse environment with employees from over 30 countries
· Genpact supports professional tranings and great career development opportunities
· Free access to our award-winning learning platform
· Benefits such as Insurance, Luxmed, Multisport Lunchpass Card, additional vacation days, biking policy
Descrierea companiei
We are Genpact
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.
Genpact in Romania
With more than 4,500 employees in our Bucharest, Cluj-Napoca and Iași offices, we take pride in being the largest employer and talent developer in the business services industry. Our service portfolio includes eight domains: Finance and Accounting, Order Management, Procurement and Supply Chain, Sales Operations, IT Services, Customer Services, SOX Compliance and Trust and Safety.
Awards
Genpact was recognized as the Top Digital Transformation Services Provider at the Romanian Business Services Forum & Awards for its innovative digital solutions that have made a significant impact across various industries. Adding to this achievement, we have also been named “Brand of the Year” in the Business Services sector in Romania at the same industry event.
In the talent landscape, Genpact Romania stands out in the Top employers to work for in 2025 ranking by Undelucram.ro, achieving an impressive #10 position in the Services industry. Another study conducted by Catalyst Solutions in 2024 has positioned Genpact in the top 100 most desired employers in Romania.
A constantly growing company
Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iasi, or through our work from anywhere model. We offer our workforce a flexible work-life balance and enable them to work from the office, at home, or just about anywhere.
Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Support, IT Support, Procurement, Order Management, Ad Moderation and Content Moderation.
Why Genpact?
We’re committed to the relentless pursuit of a world that works better for people. Our entrepreneurial, inclusive culture gives our people the freedom and autonomy to experiment fearlessly, seize opportunities, and push boundaries to turn visions into realities by combining deep domain expertise with diverse perspectives. We’re looking for thinkers and do-ers. People with a natural curiosity, a hunger to keep learning and keep growing.
We offer our workforce flexible work-life balance and a work-from-anywhere model. We empower our employees to upskill themselves for their current roles and their future career aspirations with Genome, our industry-leading internal learning platform. We also leverage our talent transformation initiative, Talent Match, to match individual skills and job aspirations with existing and future job opportunities within the company.
Work from the office, home, or just about anywhere
We’ve reimagined and redesigned our business model into a hybrid one that allows our employees to work from anywhere within the geographies we operate in while we make use of our offices as spaces for social interaction and collaboration.
In Bucharest, our office is located in the Hermes Business Park, a mere 300 m from the Pipera subway station. The entire building has been designed to keep our people engaged and efficient, with cozy lounges and social areas spread throughout, including 6 state-of-the-art relaxation rooms, 400 parking places and bicycle parking.
In Cluj-Napoca, the Genpact office is located in the Riviera United Business Center.
In Iași, we are in the heart of the city in the United Business Center 5. Our unique collaboration hub serves as a thriving workspace and meeting point for clients and employees working in remote capacities. This one-of-a-kind hub facilitates networking, workshops and events, fostering an environment of knowledge exchange and innovation.
Interested? Find out more at www.careers.genpact.com.
- 5 Iun. 2025
