Customer Service - Senior Process Associate – Spanish – On Site Bucharest

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Customer Service - Senior Process Associate – Spanish – On Site Bucharest</span><span id="requisitionDescriptionInterface.ID1489.row1" title="">-</span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">HIG023732</span><p></p><span id="requisitionDescriptionInterface.ID1511.row1" title=""><span>Ready to shape the future of work? </span> <span>At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. </span> <span>If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. </span> <span>Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally.���Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. </span> <span> Inviting applications for the role of Customer Service - Senior Process Associate – Spanish – On Site Bucharest</span> <span>In this role, 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.   </span> <span> </span> <span>Responsibilities</span> <span> </span> <span>•<span> </span>Responsible for the Customer service operational tasks:   </span> <span>•<span> </span>Call handling    </span> <span>•<span> </span>Channel handling    </span> <span>•<span> </span>Customer enquiries    </span> <span>•<span> </span>Sales support    </span> <span>•<span> </span>New business    </span> <span>•<span> </span>Policy issuance    </span> <span>•<span> </span>Payment processing    </span> <span>•<span> </span>Policy amendments Refunds    </span> <span>•<span> </span>Renewals    </span> <span>•<span> </span>Cancellations    </span> <span>•<span> </span>Complaint handling    </span> <span>•<span> </span>Customer surveys (NPS)    </span> <span>•<span> </span>Sanctions screening    </span> <span>•<span> </span>Fraud management    </span> <span>•<span> </span>Resource demand planning    </span> <span>•<span> </span>Training   </span> <span>Important: This job requires working a 24/7 schedule with alternating shifts.  </span> <span>Qualifications we seek in you!</span> <span>Minimum Qualifications</span> <span>•<span> </span>Graduation (any stream)   </span> <span>•<span> </span>Customer Focus (focus on internal customers and impact on our external customers)   </span> <span>•<span> </span>Bias for action (focus on results and use of intelligent risk taking)    </span> <span>•<span> </span>Team Alignment (team player; supports and respects others)   </span> <span>•<span> </span>Good verbal and written communication skills Spanish B2  </span> <span>•<span> </span>English min B2   </span> <span> </span> <span> </span> <span>Preferred Qualifications/ Skills</span> <span>•<span> </span>Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency. </span> <span>•<span> </span>Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills. </span> <span>•<span> </span>Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building. </span> <span>•<span> </span>Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively. </span> <span>•<span> </span>Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions. </span> <span>•<span> </span>Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals. </span> <span>•<span> </span>Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service. </span> <span>•<span> </span>Problem-Solving: Seek solutions through logical reasoning and data interpretation independently. </span> <span>•<span> </span>Team Environment: Fost