Specialist - Customer Care - Non - Voice 4B

6001 Genpact PL sp. z o.o.; Wrocław; Hybrid; PLN 110,000 - 131,000; Full time

Job summary

Genpact is seeking a Specialist - Customer Care - Non-Voice to handle Level 2 escalations for Intel products and mentor agents on non-technical topics. The role operates in a hybrid model in Poland and interfaces with QA, process trainers, and management to improve service quality.

The position emphasizes strong customer care, escalation management, and collaboration with cross-functional teams to ensure adherence to quality standards.

Qualifications

• Bachelor-level degrees in business, communication, hospitality, IT or marketing.
• /Bachelors serves as multiple fields from the job listing/
• Certificates in CPIM, Data Management, ServiceNow are listed.

Responsibilities

• Act as the non-technical SME for designated Intel products.
• 0

Skills

Account maintenance

Banking capital markets

Cash application

Credit underwriting

Loan servicing

Personal banking

Retail banking

Wealth management

Italian language

Spanish language

Language proficiency B2

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

APICS CPIM

Certified Data Management Professional

Certified Implementation Specialist - ServiceNow

Tools

Lincoln Land

Riversand

ServiceNow

Job description

Specialist - 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; elevate 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

Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Loan Servicing, Personal Banking, Retail Banking, Wealth Management Language Italian, Spanish (Required) Language Proficiency - Upper Intermediate - B2

Job Details

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Non - Voice Remote Type - Hybrid Work Shift - Standard (Poland) Compensation Range- Initial Pay Starting From 10800 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.

We're an agentic and advanced technology solutions company that runs mission‑critical operations for the world’s leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change the world’s leading companies operate. There's a lot to learn here, and room to grow.