Consumer Service Analyst - Senior Process Associate - French
Genpact
Bucuresti, Romania
‎în urmă cu 18 ore

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;
  • 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 French, min. C1, and English, B2.
  • Proficient knowledge of computers, the Internet and office automation.
  • High school degree
  • University in progress / graduate
  • 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 trainings and great career development opportunities
  • Free access to our award-winning learning platform
  • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
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