Sr. Associate - Customer Care - Blended 5B

6003 Genpact Poland sp. z o.o.; Lublin; Hybride; PLN 73 000 - 88 000; Plein temps

Résumé du poste

Genpact Poland sp. z o.o. is seeking a Sr.

Associate for Customer Care - Blended roles to lead end-to-end customer issue resolution across billing, quality, and service concerns. You will collaborate with customers and internal teams, ensuring data accuracy, timely responses, and proactive problem solving. The role requires strong French language proficiency (Advanced - C1) and experience in banking, capital markets, and CX analytics.

Qualifications

• Bachelor’s degrees in fields related to business, communications, or IT.
• Experience in customer care with emphasis on billing, disputes, and collections.
• French language proficiency at Advanced (C1) level is required.

Responsabilités

• Leads end-to-end Customer Issue Resolution Management (CIR) for billing, quality and service issues, disputes, and collections.
• Partners with customers and internal contacts to resolve CIR activities with data accuracy and timely responses.
• Communicates clearly via email and telephone interactions.
• Manages past-due collections, corrects billing errors, and optimizes invoice processing cycles.
• Implements creative solutions for moderate to complex issues using financial analysis and credit principles.
• Develops and supports improvements for work processes and tools.
• Participates in meetings to address issues and promote quality; supports cross-functional teams.

Connaissances

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service Analytics

Data Management

Online Customer Support

Formation

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Outils

ServiceNow

Cornerstone

Description du poste

Sr. Associate - Customer Care - Blended

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

Leads 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 teams.

Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Certified 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 FormaBeProHoreca FormaBePro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service Analytics, Data Management, Online Customer Support Language French (Required) Language Proficiency - Advanced - C1

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Blended Remote Type - Remote Work Shift - Standard (Poland) Compensation Range- Initial Pay Starting From 7200 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

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 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.

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.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process.