Sr. Associate - Customer Dialog Representative/PACE (Product Application and Customer Experience) - French

6003 Genpact Poland sp. z o.o.; Lublin; Remote; PLN 73,000 - 88,000; Full time

Benefits offered by this job

Remote work

Job summary

Genpact Poland sp. z o.o. is seeking a Senior Associate in Customer Care for a blended work arrangement. You will present products, qualify leads, and act as the central contact for trade partners and customers, ensuring data quality and timely task execution.

The role supports sales and marketing in building sustainable relationships, with opportunities to work on AI-enabled transformation projects across Poland. Fluency in French is required, and a customer-centric mindset is essential.

Qualifications

• Bachelor's degrees in business, communications, hospitality, IT, or marketing.
• Fluent or advanced French language required.
• Experience in customer care or CX analytics is a plus.

Responsibilities

• Present products and information according to defined processes.
• Qualify potential new customers and forward leads to Sales or partners.
• Act as central contact for trade partners, customers, and internal interfaces.
• Monitor work queues for new requests and analyze customer needs.
• Support sales and marketing in developing sustainable customer relationships.
• Complete tasks within agreed targets and improve data quality to reduce cycle time.

Skills

French (C1)

Customer Care

Data Management

Customer Experience

Customer Journey Mapping

Analytics

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Tools

ServiceNow

Job description

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

Presentation of products, services, promotions and send product information according to defined processes

Responsible for the qualification of potential new customers and forward activities and leads to the Sales Organization or trading partners

Act as central point of contact for all trade partners, private customers, end customers and internal interfaces

Responsible for monitoring work queues for new requests

Identify contacts in new companies and analyze customer needs

Support the sales and marketing functions in the development of sustainable customer relationships

Responsible for completing assigned tasks within agreed targets

Identify opportunities to improve data quality & reduce cycle time, Recommendations for ongoing process improvements to drive efficiency and maximize value realization

Other activities delegated by direct supervisor

Develop expertise on processes and on data governance

Identify opportunities to improve data quality & reduce cycle time

When needed - take on or assist with more advanced activities

Participate in deployment of new systems and/or new release of existing system including all necessary testing activities depending of process supported (if applicable)

Promote a focus on continuous improvement across team through continuous improvement of processes.

Analyze negative trends or delays in the process to identify root causes enabling identification of proactive improvement opportunities and if needed take responsibility for escalation of issues

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 Forma Be ProHoreca Forma Be Pro, 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

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.

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

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.

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 how the world's leading companies operate. There's a lot to learn here, and room to grow.