Genpact

Senior Process Associate, Customer Service – German

Genpact

full-time

Posted on:

Location Type: Hybrid

Location: Budapest • Hungary

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Job Level

Senior

About the role

  • Answering phone calls in German and English, 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.
  • Customer service through electronic channels, support to be provided via telephone and email services.
  • Projecting a positive image of the company and brand.
  • Implementing changes using your creativity and focus on process improvement.
  • Updating and revising process related notes, documents, SOPs.
  • 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.
  • Able to use tools such excel, word, PowerPoint - as per the business and process requirements.

Requirements

  • Very good knowledge of German (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
  • Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
  • Make an impact – Drive change for global enterprises and solve business challenges that matter
  • Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
  • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
  • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceanalytical thinkingprocess improvementdocumentationphone customer service
Soft Skills
effective communicationempathytoleranceadaptabilitytime managementteam collaborationcreativitymotivationself-starterability to work under pressure
Certifications
Bachelor's degree