Customer Service Consultant – Process Associate - Italian – Hybrid Bucharest
Genpact
- București
- Permanent
- Full-time
Responsibilities
- Answering phone calls in the languages mentioned, with a nice, controlled voice, on a priority established by the team leader.
- Being able to communicate effectively both verbally and in writing.
- Able to sense other people’s emotions and provide the answer or support based on their needs.
- Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.
- Easy adjust to changing scenarios regarding ways of working.
- Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.
- Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts);
- Customer service through electronic channels.
- Projecting a positive image of the company and brand.
- Implementing changes using your creativity and focus on process improvement.
- Correct and complete documentation of all customer interactions. Having a good ‘know-how’ of the entire process.
- Using time effectively and prioritize the daily tasks accordingly.
- Sharing with all team members any relevant knowledge obtained through customer interactions.
- Attending training sessions.
- Arranging working schedules with colleagues flexibly, according to business needs.
- Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.
- Providing assistance to new colleagues whenever possible.
- Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.
- Able to use tools such excel, word, PowerPoint - as per the business and process requirements.
Minimum qualifications
- Very good knowledge of Italian (B2) and English (B2).
- Bachelor’s degree.
- Good MS Office knowledge.
- Analytical thinking and self-starter.
- Relevant experience in phone customer service.
- High motivation and ability to learn.
- Ability to work under time pressure.
- 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