Customer Service - Senior Process Associate - German Customer Service - Senior Process Associate -  …

in Kraków, Malopolskie, Poland
Permanent, Full time
Be the first to apply
in Kraków, Malopolskie, Poland
Permanent, Full time
Be the first to apply
Customer Service - Senior Process Associate - German
Customer Service - Senior Process Associate - German - LIF004942

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands-and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Senior Process Associate - Consumer Relation Advisor with German and Polish!
General Responsibilities
  • Fulfill seamlessly all the tasks and responsibilities of the given operations process based on the requirement of the Standard Operating Procedures (SOPs)
  • Strive for quality work in handling phone calls, coordinating in databases, book keeping and in other customer service activities
  • Ensures customer happiness and dedication by, assisting customers, and resolving a wide range of customer requests, and feedback
  • Promptly answers, screens, and processes all consumer service requests received through multiple communication channels (phone, e-mail, letter, chat, social media) with strict adherence to confidentiality/privacy agreements, policies and procedures
  • Resolves customer/agent questions and concerns optimally and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding
  • Handles irate or emotional callers in a professional manner, and co-ordinates the handling of difficult and/or unusual situations
  • Identifies and details Adverse Events and Product Quality Complaints following standard operating procedures and Work instructions
  • Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or volume spikes
  • Demonstrates flexibility in providing coverage and/or availability for other duties and or Tasks and or Special projects that are assigned by Team Leader and/or Management
  • Proactively makes recommendations on how to enhance customer happiness, and improve operational effectiveness and efficiency
  • Required to make outbound calls related to the service request, and/or follow-up to a customer inquiry
  • Collaborate with Service Delivery Managers and Clients's team to highlight issues that need to be addressed to provide elite consumer experience.
  • Complete any other job-related tasks assigned by the function management.
  • Successfully graduating the training plan dedicated to the position and the tasks;
  • Training other team members regarding the daily tasks whenever vital and requested by the manager;
  • Updating the working procedures periodically;
  • Self-motivated with ability to work both independently and as part of a team;
  • Ability to handle client on one-on-one basis, via e-mails and calls; good customer orientation;
  • User of social media channels with active accounts (e.g. Facebook, Twitter, Instagram etc.)
  • Excellent oral and written communication skills in English, the ability to read and interpret documents such as standard operating procedures, Work Instructions, speaks effectively and informatively and respond to customers over the phone, email or by chat.
Qualifications Minimum qualifications
  • Very good knowledge of Language German, min. C1.
  • Good level of Polish, min C1.
  • Proficient knowledge of computers, the Internet and office automation.
  • High school degree
  • University in progress/ graduate (Medical related studies advantage)
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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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job Senior Process Associate
Primary Location Poland-Krakow

Schedule Full-time

Education Level Bachelor's / Graduation / Equivalent
Job Posting Jan 11, 2021, 4:54:41 PM
Unposting Date Ongoing
Master Skills List Corporate
Job Category Full Time

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