[Hiring] Senior Associate - Customer Care - Sales & Support @BrightClaim

Role 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.

Job Description Responsibilities:

• To provide excellence in Customer Service through business specific and knowledge driven order management & problem solving to manage critical line stop or aircraft on ground situations.
• To provide service and support through utilizing Salesforce, SAP & customer specific portals to manage the end to end order flow, including order entry and worklist management. Ensuring all transactions always meet the required compliance standards and defined Service Level Agreements.
• Accountable for OTC missed OTIF, investigations & corrective actions.
• To maintain critical customer specifications, where applicable, customer master data & part numbers within SAP.
• To proactively notify customers of any issues with transmitting or entering their order due to pricing, Certs, MOQ issues or any other issues identified.
• To collaborate with all internal stakeholders to ensure customer orders flow and any queries are resolved in a timely manner following process.
• To build & maintain a strong & collaborative relationship with the Proactive Customer Facing CSRs & the business.
• To take ownership, troubleshoot and resolve any line stop or Aircraft on Ground situations, liaising with all stakeholders during investigation and at resolution.
• Order & LOOP trend analysis – identifying customer order trends and opportunities for improvements.
• To meet all company defined metrics, KPIs & SLAs.
• Participate in all company initiatives e.g. daily tier reviews, team meetings, training as well as completing all compliance and EHS courses as required.
• Preparation of reports, analyzes, summaries and qualitative indicators.
• Provide reports to assigned business team to enable end-to-end process visibility.
• Continuous improvement of processes & LSS project (leadership or core team member).
• Active participation in transition, support for transition leader and process and quality specialist.
• Responsible for taking on more complex transactions, processes, and/or providing training and support.
• Provide on-call duties when required.
• May be required to travel internationally if needed.
• Other activities delegated by direct supervisor.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Marketing
• Bachelors - Sales
• Masters - Marketing

• Certified Implementation Specialist - Customer Service Management - ServiceNow
• ITIL Foundation - Axelos
• Professional, Customer Service (PCS) - Horeca Forma Be Pro
• Professional Customer Service - SMG/KRC Poland Human Resources
• STI Certified Call Center Professional (CCCP) - Cornerstone

Requirements

• Content Management
• Content Management Systems (CMS)
• Customer Care
• Data Analytics
• Data Consulting
• Data Science
• Data Tools
• Google Analytics
• Help Desk Support
• Invoice Payments
• Marketing Analytics
• Microsoft Office
• Salesforce (Software)
• Social Media

Benefits

• 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.

Company Description

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.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process.

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