Remote Non-Voice Customer Care Specialist – Hungarian

Genpact Ltd.; Katowice; Hybrid; PLN 116,000 - 139,000; Full time

Job summary

Genpact Ltd. is hiring for a Specialist - Customer Care - Non-Voice to join our remote team in Poland. You will act as the subject matter expert for designated products, handling escalations and coaching agents to ensure high-quality service.

The role emphasizes process adherence and ongoing learning in a fast-paced, AI-powered environment. The ideal candidate has a solid background in banking/capital markets and customer care, with a focus on data integrity and customer experience.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Hospitality, IT or Marketing.
• APICS CPIM certification, Data Management Professional, and ServiceNow certifications.

Responsibilities

• Act as the non-technical SME for designated products and primary escalation point for Level 2 support.
• Resolve Level 1 non-technical escalations and escalate to Level 3 when needed.
• Monitor agent interactions to ensure quality and adherence to standards; provide mentoring and training.

Skills

Customer Care

Customer Experience

Data Management

Online Customer Support

Banking Capital Markets

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

ServiceNow

CPIM (APICS)

Riversand

Job description

Genpact Ltd. is hiring for a Specialist - Customer Care - Non-Voice to join our remote team in Poland. You will act as the subject matter expert for designated products, handling escalations and coaching agents to ensure high-quality service.

The role emphasizes process adherence and ongoing learning in a fast-paced, AI-powered environment. The ideal candidate has a solid background in banking/capital markets and customer care, with a focus on data integrity and customer experience.