Hybrid Poland — Non-Voice Customer Care Specialist

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Legnica; Hybrid; PLN 110.000 - 131.000; Vollzeit

Zusammenfassung

Genpact is seeking a Specialist - Customer Care (Non-Voice) in Poland to serve as the non-technical SME for designated products and manage Level 2 escalations. You will coordinate with Level 3 engineers, simulate issues, and monitor agent interactions to uphold quality standards.

The role requires Italian/Spanish language skills with Upper Intermediate (B2) proficiency, and a regular hybrid work model. Initial pay starts from 10800 PLN, with growth potential in a dynamic AI-driven environment.

Qualifikationen

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Spanish language proficiency required (Upper Intermediate - B2).
• APICS CPIM or data management certifications are a plus.
• Experience in customer care and non-voice support environments is desirable.

Aufgaben

• Act as the non-technical SME for designated Intel products and serve as the primary escalation point for Level 2 support.
• Accept and resolve Level 1 non-technical escalations; escalate unresolved issues to Level 3 as needed.
• Simulate customer issues to deliver timely solutions within defined SLAs.
• Coordinate with Level 3 engineers for product-related escalations and updates.
• Monitor agent interactions for quality and product-specific requirements.
• Support QA across contact types and assist in case reviews.
• Provide mentoring and non-technical training to agents when trainers are unavailable.
• Identify recurring issues and recommend corrective actions to improve service delivery.

Kenntnisse

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

Ausbildung

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Jobbeschreibung

Genpact is seeking a Specialist - Customer Care (Non-Voice) in Poland to serve as the non-technical SME for designated products and manage Level 2 escalations. You will coordinate with Level 3 engineers, simulate issues, and monitor agent interactions to uphold quality standards.

The role requires Italian/Spanish language skills with Upper Intermediate (B2) proficiency, and a regular hybrid work model. Initial pay starts from 10800 PLN, with growth potential in a dynamic AI-driven environment.