Associate - Customer Care - Collections 5A

Cross Border Talents; Viseu; On-site; EUR 25,000 - 32,000; Full time

Job summary

Genpact in Portugal is hiring a Customer Care Associate to handle customer issues, investigate and resolve them, and act as a trusted advisor across departments. Strong English and French language skills, plus CRM familiarity, are essential for global collaboration.

The role focuses on high-quality customer service in a fast-paced environment, with opportunities to grow in AI-powered transformation projects and ongoing learning. On-site in Portugal, with a values-driven culture and diverse teams.

Qualifications

• Graduate degree is good to have with strong problem-solving abilities.
• Experience in Customer Service/Support.
• Familiarity with CRM systems and practices.

Responsibilities

• Provide support for customers by investigating, troubleshooting and resolving issues.
• Log defects appropriately and communicate root cause to stakeholders.
• Set clear expectations and educate customers to add value and improve satisfaction.

Skills

Problem solving

Customer service

CRM knowledge

Time management

Communication skills

English and French

Education

Bachelor's degree

Business Administration

Communication

Hospitality Management

Information Technology

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

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.

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

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