Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Customer Service - Senior Process Associate – German – On Site Bucharest

The Associate/ Team Member serves as the primary liaison between our client and the customers, delivering timely and accurate operational support to them. This role is pivotal in enhancing the experience of the customers, requiring a strong track record in customer service. The Associate / Team Member addresses customer issues efficiently, collaborates with other stakeholders, and adheres to service level agreements for phone, chat, and/or email communications. Additionally, the role involves contributing to a positive team environment and driving process improvements.

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities

· Responsible for the Customer service operational tasks:

o Call handling

o Channel handling

o Customer enquiries

o Sales support

o New business

o Policy issuance

o Payment processing

o Policy amendments Refunds

o Renewals

o Cancellations

o Complaint handling

o Customer surveys (NPS)

o Sanctions screening

o Fraud management

o Resource demand planning

o Training

Important: This job requires working a 24/7 schedule with alternating shifts.

Qualifications

Minimum qualifications

· Graduation (any stream)

· Customer Focus (focus on internal customers and impact on our external customers)

· Bias for action (focus on results and use of intelligent risk taking)

· Team Alignment (team player; supports and respects others)

· Good verbal and written communication skills German B2

· English min B2

Preferred qualifications

· Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.

· Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.

· Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.

· Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.

· Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.

· Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.

· Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.

· Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.

· Team Environment: Foster a positive and cooperative team environment.

· Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.

· Ability to work with various IT applications

· Customer service orientation

· Ability to work effectively under pressure

· Knowledge of MS Office

Why join Genpact?

Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovationMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career – Get hands-on experience, mentorship, and continuous learning opportunitiesWork with the best – Join 140,000 bold thinkers and problem-solvers who push boundaries every dayThrive 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 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 any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.