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Job Description – Customer Service – Senior Process Associate – Dutch – Remote EMEA (BFS046640)

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Customer Service – Senior Process Associate – Dutch – Remote EMEA.

In this role, you will support our automotive client in delivering high‑level customer support through different support channels and contribute to process improvement.

Responsibilities

• Answer phone calls in Dutch with a nice, controlled voice, based on priority set by the team leader.
• Communicate effectively both verbally and in writing.
• Sense other people’s emotions and provide the answer or support based on their needs.
• Maintain a high level of tolerance without losing temper or becoming irritated by day‑to‑day situations.
• Adjust easily to changing scenarios regarding ways of working.
• Go beyond simply hearing the words spoken; focus on needs and provide the right solution.
• Receive and place customer orders for in-scope products/services (leasing, credit, bank accounts).
• Project a positive image of the company and its brand.
• Implement changes using creativity and focus on process improvement.

Qualifications We Seek in You

• Correct and complete documentation of all customer interactions; have a good ‘know‑how’ of the entire process.
• Use time effectively and prioritize daily tasks accordingly.
• Share any relevant knowledge obtained through customer interactions with all team members.
• Attend training sessions.
• Arrange working schedules with colleagues flexibly, according to business needs.
• Successfully complete the training plan and pass the process knowledge test (PKT) on a regular basis.
• Provide assistance to new colleagues whenever possible.
• Inform process trainers and the management team whenever information in an SOP is identified as out‑of‑date.
• Be able to use tools such as Excel, Word, PowerPoint as per the business and process requirements.

Minimum Qualifications

• Good knowledge of Dutch (C1) and English (B2).
• Good MS Office knowledge.
• Analytical thinking and self‑starter.

Preferred Qualifications / Skills

• Relevant experience in phone customer service.
• High motivation and ability to learn.
• Ability to work under time pressure.

Additional Benefits and Culture

• 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.

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a “starter kit,” paying to apply, or purchasing equipment or training.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.