Senior Product Manager
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Customer Service Consultant – Process Associate, Italian
Genpact
full-time
Posted on:
Origin: • 🇷🇴 Romania
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Go
About the role
- Answering phone calls in the languages mentioned, following team leader priorities
- Communicate effectively both verbally and in writing and provide support based on customer needs
- Receive and place customer orders for in-scope products/services (leasing, credit, bank accounts)
- Provide customer service through electronic channels and project a positive image of the company and brand
- Implement process improvements and correctly document all customer interactions
- Use tools such as Excel, Word, PowerPoint per business and process requirements
- Share relevant knowledge with team members and report outdated SOPs to trainers/management
- Attend training sessions, arrange flexible schedules with colleagues, and assist new colleagues when possible
- Successfully complete training plan and pass the process knowledge test (PKT) on a regular basis
Requirements
- Very good knowledge of Italian (B2)
- Very good knowledge of English (B2)
- Bachelor’s degree
- Good MS Office knowledge (Excel, Word, PowerPoint)
- Analytical thinking and self-starter
- Excellent verbal and written communication skills
- Ability to sense other people’s emotions and provide empathetic support
- High tolerance and ability to remain calm under pressure
- Relevant experience in phone customer service (preferred)
- Ability to work under time pressure and adapt to changing scenarios
- Willingness to attend training and successfully complete training plan and process knowledge test (PKT)
- Ability to document customer interactions correctly and follow SOPs
- Ability to arrange flexible working schedules with colleagues according to business needs
