AI-Driven Customer Care Specialist (Non-Voice)

6001 Genpact PL sp. z o.o.; Wrocław; Hybrid; PLN 110,000 - 131,000; Full time

Job summary

Genpact is seeking a Specialist - Customer Care - Non-Voice to handle Level 2 escalations for Intel products and mentor agents on non-technical topics. The role operates in a hybrid model in Poland and interfaces with QA, process trainers, and management to improve service quality.

The position emphasizes strong customer care, escalation management, and collaboration with cross-functional teams to ensure adherence to quality standards.

Qualifications

• Bachelor-level degrees in business, communication, hospitality, IT or marketing.
• /Bachelors serves as multiple fields from the job listing/
• Certificates in CPIM, Data Management, ServiceNow are listed.

Responsibilities

• Act as the non-technical SME for designated Intel products.
• 0

Skills

Account maintenance

Banking capital markets

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

Italian language

Spanish language

Language proficiency B2

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

APICS CPIM

Certified Data Management Professional

Certified Implementation Specialist - ServiceNow

Tools

Lincoln Land

Riversand

ServiceNow

Job description

Genpact is seeking a Specialist - Customer Care - Non-Voice to handle Level 2 escalations for Intel products and mentor agents on non-technical topics. The role operates in a hybrid model in Poland and interfaces with QA, process trainers, and management to improve service quality.

The position emphasizes strong customer care, escalation management, and collaboration with cross-functional teams to ensure adherence to quality standards.