Specialist - Customer Care - Non - Voice 4A

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

Specialist - Customer Care - Non - VoiceReady 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 DescriptionResponsibilities: 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsAPICS Certified in Production and Inventory Management (CPIM) - Lincoln LandLincoln Land, Certified Data Management Professional - RiversandRiversand, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNowRequired SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Management, Online Customer SupportLanguageHungarian (Required)Language Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - Non - VoiceRemote Type -RemoteWork Shift -Standard (Poland)Compensation Range-Initial Pay Starting From 11400 PLNWhy 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 progressCome 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.Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates