Customer Service - Senior Process Associate - Spanish
Genpact
Bucuresti, Romania
4 zile în urmă

Responsibilities

Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety 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 and policies and procedures

Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding

Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures.

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, administering in databases, book keeping and in other customer service activities.

Effective and professional verbal and written communication both with internal and external customers, partners.

Active participation in the defined training courses and the practical implementation of the new skills in the work processes.

Keep working hours and break times according to the internal policies in certain cases based on the official working days of the given service region.

Participate in regular / occasional teleconferences / meetings with the Customer.

  • Participate in preparing customer reports;
  • Develop action plans to resolve operations issues and coordinate their implementation.

    Qualifications

    Minimum qualifications

    Very good knowledge of Spanish, C1

    Communicative level of English.

    Relevant work experience in this field.

  • High school degree or University in progress / graduate (Medical related studies advantage);
  • Good MS Office (especially MS Excel) knowledge.

    Analytical thinking and ability to learn fast.

    Encouraged qualifications

    Personal culture and client management expertise.

    High motivation and ability to learn.

  • Ability to type a minimum of 35 words per minute with a high degree of accuracy while talking, ability to navigate through multiple systems while responding to the customer's inquiry;
  • 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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