Associate - Customer Care - Collections 5A

Genpact Ltd.; Lisboa; Presencial; EUR 13 000 - 17 000; Tempo integral

Resumo da oferta

Genpact Ltd. in Lisbon is seeking an Associate - Customer Care - Collections to join our on-site team. You will investigate and resolve customer issues, ensuring fast, accurate service while upholding high standards of customer experience.

The role requires strong problem-solving, bilingual English-Portuguese communication, and familiarity with CRM systems. You will collaborate across departments to deliver timely solutions and build trust with customers.

Qualificações

• Graduate with strong problem-solving and communication skills.
• Experience in customer service and support roles.
• Able to multitask, prioritize, and manage time effectively.
• Fluent in English and Portuguese (B2+).

Responsabilidades

• Provide customer support by investigating, troubleshooting and resolving issues.
• Utilize available resources to maintain high service standards.
• Listen empathetically to ensure customers feel valued.
• Accurately track issues and coordinate with upstream teams.
• Proactively seek opportunities to add value and educate customers.

Conhecimentos

Account Maintenance

Banking Capital Markets

Collections Analytics

Customer Experience

End-to End Management

Online Customer Support

Portuguese language

English language

Formação académica

Any graduate degree

Ferramentas

CRM systems

Descrição da oferta de emprego

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.

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

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.