Remote AI-Driven Customer Care Specialist

Genpact Services Poland sp. z o.o.; Katowice; Remote; PLN 116,000 - 139,000; Full time

Job summary

Genpact Services Poland sp. z o.o. is seeking a Specialist for Customer Care - Non-Voice to act as the designated subject matter expert for Intel products.

The role involves handling Level 2 non-technical escalations, coordinating with Level 3 engineers, and ensuring call quality across channels. You will mentor agents, participate in training when trainers are unavailable, and produce product reports to guide improvements.

Qualifications

• Bachelor's degree in a relevant field (Business Administration, Communications, IT or Marketing).
• APICS CPIM, Riversand Data Management, and ServiceNow certifications are preferred.

Responsibilities

• Act as the non-technical SME for designated Intel products, serving as primary escalation point for Level 2 support.
• Escalate unresolved issues to Level 3 Product Support Engineers as needed.
• Monitor QA across contact types and assist in case management reviews.
• Provide mentoring and non-technical training to agents when trainers are unavailable.
• Generate product-specific reports and alert management to quality concerns.

Skills

Banking Capital Markets

Customer Care

Customer Experience

Customer Service

Data Management

Online Customer Support

Education

Bachelor's degree in Business Administration/ Communications/ IT/ Marketing

Tools

APICS CPIM

Riversand

ServiceNow

Job description

Genpact Services Poland sp. z o.o. is seeking a Specialist for Customer Care - Non-Voice to act as the designated subject matter expert for Intel products.

The role involves handling Level 2 non-technical escalations, coordinating with Level 3 engineers, and ensuring call quality across channels. You will mentor agents, participate in training when trainers are unavailable, and produce product reports to guide improvements.