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Customer Care Associate will be responsible for helping ensure complete customer satisfaction by providing customer service to customers contacting the Team via telephone, e-mail or other electronic systems.

Responsibilities

• Delivering exceptional level of service to our customers involving several key responsibilities that include:
• Response to customer inquiries via e-mail, telephone, fax or system
• Order processing in relevant customer service systems which includes orders entry
• Service administration
• Complaint handling
• Billing inquiries which includes price quotations, price checks and item quantity
• General administration which includes customer files and sales contracts maintenance.
• Assist with adherence to ISO standards and requirements; prepare various reports as requested including sales orders and backlog data, late shipments, open and closed RMA’s, bookings, etc.
• Actively participate in the on-going assessment of customer support processes and incorporate approved improvements.
• Provides ad-hoc support to internal and external stakeholders.
• Perform other tasks requested by the manager to reach team objective or the company’s objectives based on current needs.
• Perform all tasks in compliance with Genpact internal policies, procedures.
• Successfully graduating the training plan attached to the position and the tasks.

Preferred qualifications

• Required work experience related to position:
• Experience in customer service
• Genuine interest in working in a service environment and acquiring technical knowledge.

Special requirements:

• Communication Requirements:
• Fluent in Spanish at least C1 level.
• Fluent in English at least B2 level.
• Knowledge of French is an advantage.
• Understanding of the culture of the serviced country.
• Candidate is open and skilled in using one's interpersonal style to meaningfully understand and interact with others.
• Personal Profile:
• Professional, emotionally mature and ethical, strong interpersonal skills and ability to work well with a broad range of personality styles and types.
• Ability to handle pressure
• Computer Skills:
• Very good knowledge of Microsoft Office for work purposes esp. Outlook also Internet Explorer. Familiar with e-mail and intranet.
• Skills Required:
• Understanding of Company and customer processes and policies. Follows working instructions. Demonstrates the ability to increase overall learning and performance by constantly adhering to policies and procedures.
• Solution-oriented. Identifies and analyzes problems to make logical, fact- based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies.
• Anticipates, identifies and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up and strong relationships. Focuses work processes and performance measures on customer satisfaction. Displays professionalism and confidence towards the customer.
• Understands the goals of the organization and achieves ambitious individual goals that are consistent with overall Company goals.
• Very attentive and active listener. Fosters open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions.

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

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.