Customer Care Associate - AI-Driven Collections

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Lisboa; On-site; EUR 18,000 - 28,000; Full time

Job summary

Genpact in Portugal is hiring for an Associate - Customer Care - Collections to support global customers with investigations, troubleshooting and issue resolution. You will leverage CRM tools, maintain high standards, and act as a trusted advisor to ensure customer voices are heard.

Strong English and French (min B2) are required, with a commitment to continuous learning and a fast-paced environment. Join a company powering AI-driven transformations and delivering measurable outcomes for global

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 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.

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.

Skills

Account Maintenance

Banking Capital Markets

Collections Analytics

Customer Experience

End to End Management

Online Customer Support

Education

Bachelor's degree

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Genpact in Portugal is hiring for an Associate - Customer Care - Collections to support global customers with investigations, troubleshooting and issue resolution. You will leverage CRM tools, maintain high standards, and act as a trusted advisor to ensure customer voices are heard.

Strong English and French (min B2) are required, with a commitment to continuous learning and a fast-paced environment. Join a company powering AI-driven transformations and delivering measurable outcomes for global