Associate - Customer Care - Collections 5A

Cross Border Talents; Lisboa; On-site; EUR 24,000 - 32,000; Full time

Job summary

Genpact in Lisbon is seeking an Associate - Customer Care - Collections to support customers, investigate and resolve issues, and ensure high-quality service.

You will work from the office in Portugal, collaborating with multiple departments, using CRM systems, and communicating fluently in English and French to serve a global client base.

Qualifications

• Graduate degree helpful; strong problem-solving and decision-making abilities.
• Experience in Customer Service/Support.
• Ability to multitask, prioritize and manage time effectively.
• Excellent communication to operate globally with stakeholders.
• Fluency in English; very good English and French (min B2).

Responsibilities

• Investigate, troubleshoot and resolve customer issues and ensure first-contact resolution where possible.
• Use CRM systems to track issues and maintain accurate records.
• Act as a trusted advisor, listening empathetically to customers and setting clear expectations.
• Collaborate with multiple departments to deliver worldwide support.

Skills

Problem solving

Decision making

Multitasking

CRM familiarity

Communication skills

English proficiency

French proficiency

Education

Bachelor's degree (Business Administration)

Bachelor's degree (Communication)

Bachelor's degree (Hospitality Management)

Bachelor's degree (Information Technology)

Bachelor's degree (Marketing)

Job description

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 - 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 French, 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

Language Proficiency

French (Required), French (Required) Language Proficiency - Advanced - C1

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.

Associate - Customer Care - Collections 5a Lisbon, Portuguese Republic, PT