Remote AI-Driven Customer Care Associate

6003 Genpact Poland sp. z o.o.; Lublin; Hybrid; PLN 73,000 - 88,000; Full time

Job summary

Genpact Poland sp. z o.o. is seeking a Sr.

Associate for Customer Care - Blended roles to lead end-to-end customer issue resolution across billing, quality, and service concerns. You will collaborate with customers and internal teams, ensuring data accuracy, timely responses, and proactive problem solving. The role requires strong French language proficiency (Advanced - C1) and experience in banking, capital markets, and CX analytics.

Qualifications

• Bachelor’s degrees in fields related to business, communications, or IT.
• Experience in customer care with emphasis on billing, disputes, and collections.
• French language proficiency at Advanced (C1) level is required.

Responsibilities

• Leads end-to-end Customer Issue Resolution Management (CIR) for billing, quality and service issues, disputes, and collections.
• Partners with customers and internal contacts to resolve CIR activities with data accuracy and timely responses.
• Communicates clearly via email and telephone interactions.
• Manages past-due collections, corrects billing errors, and optimizes invoice processing cycles.
• Implements creative solutions for moderate to complex issues using financial analysis and credit principles.
• Develops and supports improvements for work processes and tools.
• Participates in meetings to address issues and promote quality; supports cross-functional teams.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Tools

ServiceNow

Cornerstone

Job description

Genpact Poland sp. z o.o. is seeking a Sr.

Associate for Customer Care - Blended roles to lead end-to-end customer issue resolution across billing, quality, and service concerns. You will collaborate with customers and internal teams, ensuring data accuracy, timely responses, and proactive problem solving. The role requires strong French language proficiency (Advanced - C1) and experience in banking, capital markets, and CX analytics.