Customer Service Consultant - Process Associate - Italian

3 days ago

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Genpact

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Genpact is transforming the way businesses work with intelligent AI agents. The company specializes in providing comprehensive AI solutions and expertise in deploying AI and analytics to improve business outcomes. By enhancing operations in areas such as finance, customer care, and supply chain management, Genpact accelerates digital transformation and operational excellence for its clients.

Banking & Financial Services • Energy • Insurance • Healthcare Payer • Capital Market

10,000+ employees

🤖 Artificial Intelligence

💳 Fintech

☁️ SaaS

💰 Private Equity Round on 2004-12

📋 Description

• 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 • Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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