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

<span id="requisitionDescriptionInterface.reqTitleLinkAction.row1" title="">Customer Service - Senior Process Associate – German – On Site Bucharest</span><span id="requisitionDescriptionInterface.ID1489.row1" title="">-</span><span id="requisitionDescriptionInterface.reqContestNumberValue.row1" title="">HIG022528</span><p></p><span id="requisitionDescriptionInterface.ID1511.row1" title=""><p><span><span lang="EN-US">Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.</span></span></p> <p><span><span lang="EN-US"> </span></span></p> <p><span><span lang="EN-US">Inviting applications for the role of <b>Customer Service - Senior Process Associate – German – On Site Bucharest</b></span></span></p> <p><span><b><span lang="EN-US"> </span></b></span></p> <p><span><span lang="EN-US">The Associate/ Team Member serves as the primary liaison between our client and the customers, delivering timely and accurate operational support to them. This role is pivotal in enhancing the experience of the customers, requiring a strong track record in customer service. The Associate / Team Member addresses customer issues efficiently, collaborates with other stakeholders, and adheres to service level agreements for phone, chat, and/or email communications. Additionally, the role involves contributing to a positive team environment and driving process improvements.</span></span></p> <p><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span><span lang="EN-US">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 lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span><b><span lang="EN-US"> </span></b></span></p> <p><span><b><span lang="EN-US">Responsibilities</span></b></span><span><span lang="EN-US">  </span></span><span><span lang="EN-US"> </span></span><span><span lang="EN-US"> </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>·<span>       </span></span></span><span><span lang="EN-US">Responsible for the Customer service operational tasks: </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Call handling  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Channel handling  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Customer enquiries  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Sales support  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">New business  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Policy issuance  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Payment processing  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Policy amendments Refunds  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Renewals  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Cancellations  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Complaint handling  </span></span><span><span lang="EN-US"> </span></span><span lang="EN-US"></span></p> <p><span lang="EN-US"><span>o<span>   </span></span></span><span><span lang="EN-US">Customer surveys (NPS)  </span></span><span><span la