Informacje o stanowisku

Job Title: Customer Care Services - Senior Process Associate – English - Remote EU/EMEA (LIF018569)

Company: 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.

Role Overview: Inviting applications for the role of Customer Care Services - Senior Process Associate – English - Remote EU/EMEA. The Customer Care Specialist will be responsible for providing administrative front and back-office support to the Technical Service Organization and ensuring complete customer satisfaction.

Responsibilities

Delivering exceptional service to our customers involving several key responsibilities that include:

1. Responding to customer inquiries via e-mail, telephone, fax, or system.
2. Dealing with service requests, making service order entries in SAP/Service Max, handling engineers schedules, and dispatch.
3. Order processing in relevant customer service systems including order entry, maintenance, and status progress reviews.
4. Developing and delivering analytical reports/dashboards to support key stakeholders as needed.
5. Supporting systems-related administrative functions for ServiceMax and SAP and ensuring data accuracy.
6. Setting up and managing users as part of new user onboarding.
7. Supporting the testing of new features and enhancements.
8. Coordinating planning and data management in FSM with regular reporting to stakeholders.
9. Monitoring and resolving remote alerts, alarms, and connectivity issues.
10. Ensuring compliance with departmental procedures and relevant regulations.
11. Participating in audits as needed.
12. Administering field calibrated tools as needed.
13. Providing ad-hoc support to internal and external stakeholders.
14. Actively participating in the assessment of customer support processes.
15. Successfully completing the training plan attached to the position.
16. Developing and updating process documentation as needed.

Qualifications

Minimum Qualifications / Skills:

1. Min. bachelor university degree.
2. Strong stakeholders’ management skills.
3. Excellent communication skills (verbal & written) and customer service skills.
4. Strong analytical and organizational skills.
5. Resilience and ability to work under pressure.
6. Fluency in spoken and written English & Spanish (any other European language is a plus).
7. Very good knowledge of Microsoft Office, especially Outlook and Excel.
8. Experience in customer service for the lab/medical device business is desired.

Preferred Qualifications / Skills:

1. Solution-oriented with the ability to make logical, fact-based decisions.
2. Anticipates and responds to customer needs with excellent service.
3. Very attentive and active listener.

What can we offer?

1. Attractive salary.
2. Stable job offer – employment contract.
3. Various trainings (initiating, soft skills).
4. Possibility of development.
5. Benefits (Insurance, Luxmed, Multisport, additional vacation days).

Languages

Excellent English language skills.

Shift Requirement

Standard Shift, Monday to Friday, 9:00 am to 5:30 pm (CET).

As an Equal Opportunity Employer, we encourage you to apply with your preferred CV format. Genpact does not impose any CV format nor require a photograph.

Kindly see our Privacy Notice for Employment Candidates: Privacy Notice .

Genpact is committed to creating a dynamic work environment that values diversity and inclusion.

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