Customer Support with German-Bucharest-Relocation
DESCRIPTION
Inviting applications for the role of Customer Support with German-On-Site Bucharest
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.
Responsibilities
· 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.
REQUIREMENTS
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
OFFER
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
SKILLS
Problem-Solving
Work Under Pressure
Team Work
ARE YOU THE PERFECT CANDIDATE?
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