Senior Customer Care Associate with Spanish-Remote

Short company description

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.

With more than 5,000 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 domains such as: Finance & Accounting, Supply Chain, Trust & Safety, Customer Care, Insurance and Data-Tech-AI.

Genpact is on the lookout for high-potential talent to join our growing teams in Bucharest, Cluj-Napoca and Iași, or remote from anywhere in Romania.  We offer our workforce a flexible work-life balance and enable them to work from the office, hybrid, or from home. Our diverse teams include foreign-language speakers in a variety of roles, such as Accounts Payable, Accounts Receivable, General Ledger, Customer Care, Technical Support, Procurement, Order Management, Ad Moderation and Content Moderation.

Requirements

Any Graduate degree (good to have)

Strong problem-solving and decision-making abilities

Ability to multitask, prioritize, and manage time effectively

Great communication skills to operate globally across multiple departments and stakeholders.

Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization

Must be able to read, write and speak in English

Very good knowledge of Spanish(min.B2)

Responsibilities

Respond to customer queries through email, chat, or social media platforms. Provide accurate, concise, and prompt responses to customer inquiries.
Handle order tracking, cancellations, refunds, and product/service-related issues.
2. Issue Resolution Understand customer concerns and provide first-contact resolution whenever possible.
Escalate complex or unresolved issues to the appropriate team or supervisor.
3. Documentation Maintain detailed records of customer interactions using CRM tools (e.g., Zendesk, Freshdesk, Salesforce).
Log tickets accurately with relevant information and follow-up actions.
4. Process Adherence Follow SOPs (Standard Operating Procedures) and quality guidelines set by the company.
Ensure compliance with company policies, data privacy, and customer service standards.
5. Performance & Quality Meet or exceed individual performance metrics like TAT (Turnaround Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution). Participate in quality audits and feedback sessions for continuous improvement.
6. Collaboration & Learning Work collaboratively with other team members and departments (like tech or logistics) to resolve customer issues.

Monthly salary offered

780 - 830RON