Remote Senior Text-Based Customer Care Associate

Genpact Ltd.; Katowice; Hybrid; PLN 89,000 - 107,000; Full time

Job summary

Genpact Ltd. seeks a Sr. Associate in Customer Care (Non-Voice) to respond to customer inquiries via email, chat, or social media, and to track orders, refunds, and service issues. You will log tickets in CRM, follow SOPs, and strive for high CSAT and FCR scores.

Experience in customer care, a business/communication-related bachelor’s degree, and Hungarian language proficiency (B2) are required. This remote role is based in Poland.

Qualifications

• Bachelor's degree in a related field such as business, communication or IT.
• Proficiency in Hungarian with Upper-Intermediate (B2) level required.
• Experience in customer care or CX roles is preferred.

Responsibilities

• Respond to customer queries via email, chat or social media platforms.
• Handle order tracking, cancellations, refunds and product/service issues.
• Provide first-contact resolution when possible; escalate complex cases.
• Log tickets accurately in CRM systems and maintain records.
• Follow SOPs and data privacy policies; adhere to quality guidelines.
• Collaborate with tech and logistics teams to resolve problems.

Skills

Account Maintenance

Banking Capital Markets

Claims Resolution

Customer Care

Customer Experience

Customer Journey Mapping

Online Customer Support

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Tools

Zendesk

Freshdesk

Salesforce

Job description

Genpact Ltd. seeks a Sr. Associate in Customer Care (Non-Voice) to respond to customer inquiries via email, chat, or social media, and to track orders, refunds, and service issues. You will log tickets in CRM, follow SOPs, and strive for high CSAT and FCR scores.

Experience in customer care, a business/communication-related bachelor’s degree, and Hungarian language proficiency (B2) are required. This remote role is based in Poland.