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Customer Care Specialist for Management Team

1 tydzień temu

Wrocław, Województwo dolnośląskie, Polska Genpact Pełny etat

Genpact is a global professional services and solutions firm that delivers outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.

We invite applications for the role of Customer Care Specialist for Management Team – Dutch Language Skills Required – Hybrid Workforce Position in Wroclaw.

Job Summary

The successful candidate will be responsible for providing administrative support to the Technical Service Organization and ensuring complete customer satisfaction with end customers and internal business stakeholders.

  1. Manage a team of resources for Customer Care Service department and ensure customer requirements are met.
  2. Resolve service requests, make service order entries in SAP/ Service Max, handle engineers schedule, engineers dispatch, and other such requests.
  3. Handle high-priority and escalated requests for the team, identify customer problems, and resolve customer issues.
  4. Monitor team performance, perform quality checks, train, coach, develop knowledge repositories to help the team resolve inquiries and service requests efficiently.
Responsibilities

The ideal candidate will:

  • Monitor work, perform quality checks, and provide timely feedback on soft skills, service request handling, and ability to resolve issues within agreed service levels.
  • Identify barriers to excellent performance and work to address these independently or with the support of other collaborators.
  • Act as a local link between local internal stakeholders and other internal stakeholders.
  • Drive SLA adherence, conduct daily team huddles, and support as first point of escalation.
  • Participate in client governance calls and prepare data/presentations for the same.
  • Measure and improve efficiency and effectiveness of operational processes.
  • Perform monthly operational reporting to leadership (KPIs).
Requirements

To be considered for this role, you must have:

  • A minimum bachelor's university degree.
  • Experience in a similar role.
  • Demonstrates a 'growth mindset' in all activities.
  • Strong stakeholders' management skills.
  • Strong analytical and organizational skills.
  • Excellent communication skills (verbal & written) and great customer focus is essential.