Sr. Associate - Customer Care - Blended 5B

Genpact; Lublin; Remote; PLN 66,000 - 79,000; Full time

Benefits offered by this job

Remote work

Mentorship

Learning opportunities

Job summary

Genpact in Poland is seeking a Sr. Associate - Customer Care to manage end-to-end customer issue resolution in a blended work setup. You’ll handle billing, quality and service disputes, collections and financial adjustments, working with stakeholders to secure timely payments.

You'll communicate clearly by email and phone, support cross-functional teams, and contribute to process improvements while upholding data accuracy and a culture of quality.

Qualifications

• Bachelor’s degree in a relevant field.
• Experience in customer care operations or help desks.
• Familiarity with billing, finance or customer service analytics.

Responsibilities

• Lead end-to-end CIR activities, resolving billing, quality and service issues.
• Communicate clearly via email and phone with customers and internal teams.
• Support cross-functional teams and contribute to process improvements.

Skills

Customer Care

Customer Experience

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Banking

Capital Markets

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Tools

ServiceNow

Job description

Sr. Associate - Customer Care - BlendedReady 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 DescriptionLeads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.• Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.• Communicates clearly through email and telephone interactions.• Completes vigorous collection activities on past due accounts within generally defined credit policies and procedures, determines and corrects billing errors, manages invoice processing cycle times, and optimizes processes to ensure efficiency and accuracy.• Implements creative solutions for moderate to complex issues, demonstrating skills and knowledge in financial statement analysis, negotiation, and credit and financial principles.• Develops and supports improvements for work processes and tools.• Participates in meetings to address ongoing issues and maintain a culture of quality.• Supports cross-functional teams, acts as a project liaison, and participates in process improvement teamsQualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ISTQB Certified Tester Foundation Level (CTFL) - SJSI – Stowarzyszenie Jakosci Systemow InformatycznychSJSI – Stowarzyszenie Jakosci Systemow Informatycznych, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstoneRequired SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Data Management, Online Customer SupportLanguageItalian (Required)Language Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - BlendedRemote Type -RemoteWork Shift -Standard (Poland)Compensation Range-Initial Pay Starting From 6500 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