Specialist - Customer Care - Non - Voice 4A

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

## Specialist - Customer Care - Non - Voice 4AApply: Remote: 6004-G-Poland Spolka: Chorzowska 6 street, Katowice, Poland: Full time: Posted Today: End Date: October 30, 2026 (29 days left to apply): JR10028338Specialist - Customer Care - Non - Voice**Ready to turn bold ideas into real-world impact?** At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.**Job Description**Responsibilities:Act as the non-technical subject matter expert for designated Intel products, serving as the primary escalation point for Level 2 support.Accept and resolve Level 1 non-technical escalations; escalate unresolved issues to Intel Level 3 Product Support Engineers as needed.Simulate customer issues to deliver timely solutions within defined service level agreements.Serve as the key liaison with Intel Level 3 Product Support Engineers for product-related escalations and updates.Monitor and evaluate agent interactions to ensure adherence to quality standards and product-specific requirements.Support QA monitoring across contact types (phone, chat, etc.) and assist in case management reviews.Provide mentoring and non-technical training to agents on designated products when process trainers are unavailable.Ensure team competency through ongoing training programs, assessments, and collaboration with process trainers.Identify recurring customer issues and recommend corrective actions to improve service delivery.Assist in generating product-specific reports and performance insights.Alert management to potential quality or technical concerns and coordinate additional training as needed.Represent the Voice of the Customer and Voice of the Agent to Intel, advocating for improvements and feedback.Support process trainers and management with reporting, SOP updates, and other operational tasks.**Qualifications**Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing**Certifications**APICS Certified in Production and Inventory Management (CPIM) - Lincoln LandLincoln Land, Certified Data Management Professional - RiversandRiversand, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow**Required Skills**Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Management, Online Customer Support**Language**Hungarian (Required)**Language Proficiency -**Upper Intermediate - B2**Additional Job Location -****Job Type**Regular**Master Skill List -**Customer Care - Non - Voice**Remote Type -**Remote**Work Shift -**Standard (Poland)**Compensation Range-**Initial Pay Starting From 11400 PLN**Why join Genpact?** • **Lead AI-powered transformation** – Drive innovation and solve real-world business challenges that matter • **Make an impact** – Help global enterprises solve business challenges that matter • **Accelerate your career** – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • **Work with the best** – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • **Thrive in a values-driven culture** – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.