Associate - Customer Care - Collections 5A

BrightClaim; Lisboa; On-site; EUR 18,000 - 28,000; Full time

Job summary

Genpact in Lisbon is seeking a detail-oriented Associate for Customer Care - Collections. The role focuses on investigating and resolving customer issues while maintaining high service standards.

You will communicate effectively across departments, operate in English and Portuguese, and work onsite in a fast-paced, growth-focused environment offering mentorship and learning opportunities.

Qualifications

• Graduate degree (good to have).
• Strong problem-solving and decision-making abilities.
• Experience in Customer Service/Support.
• Ability to multitask, prioritize, and manage time effectively.
• Familiarity with CRM systems and practices.
• Great communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Must be able to read, write and speak in English.
• Very good knowledge of English and Portuguese, min B2.

Responsibilities

• Provide support for customers by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out efficiently.
• Be a trusted advisor, listen and empathize so the customer knows they are valued and their voices are heard.
• Take ownership and use critical thinking to find root causes and solve the issue on first contact.
• Log defects if first contact resolution isn't possible and seek opportunities to add value through education and proactive communication.
• Set a high bar for Customer Service Agents by leading by example.

Skills

Problem solving

Customer service

Multitasking

CRM

Communication

Adaptability

English

Portuguese

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Associate - Customer Care - Collections

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

Inviting applications for the role of Customer Support - Process Associate _Portuguese _Onsite Lisbon!

Responsibilities

• Responsible for providing support for customers by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

Minimum Qualifications

• Any Graduate degree (good to have)
• Strong problem-solving and decision-making abilities
• Experience in Customer Service/Support
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with customer relationship management (CRM) systems and practices
• Great communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Must be able to read, write and speak in English
• Very good knowledge of English and Portuguese, min B2;

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Account Maintenance, Banking Capital Markets, Collections Analytics, Customer Experience (CX), End to End Management, Online Customer Support

Language

Portuguese (Required), Portuguese (Required)

Language Proficiency

Advanced - C1

Additional Job Location

Job Type

Regular

Master Skill List

Customer Care - Collections

Remote Type

Office

Work Shift

Standard (Portugal)

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. 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.