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Senior Associate – Customer Care (Blended)

genpact · 3502-G-Guatemala Inter: Ave. Petapa 40-35 Zona 12

New
Senior 🇬🇧 English
ServiceNow

Job description

About the role

Genpact is seeking a Senior Associate to deliver multichannel customer engagement in Guatemala. You will handle inbound and outbound interactions across voice, email, and chat, providing support for orders, services, accounts, and product inquiries.

Key responsibilities

  • Manage voice, email, and chat interactions, ensuring effective issue resolution and first‑contact closure.
  • Document all customer contacts accurately in the CRM system.
  • Collaborate with cross‑functional teams, escalating complex cases when needed.
  • Adhere to SOPs, quality guidelines, and compliance protocols.
  • Meet performance metrics such as CSAT, TAT, AHT, and quality scores.

Required profile

  • Bachelor’s degree in Business Administration, Communication, Hospitality Management, IT, or Marketing.
  • Experience in banking, capital markets, or customer‑care environments.
  • Strong English proficiency (intermediate B1 or higher).

Required skills

  • ServiceNow platform knowledge.
  • Customer service analytics and data management.
  • Customer journey mapping and experience design.

Questions fréquentes

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Source : ats:workday

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Published 4 hours ago

Expires 1 month from now

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genpact

3502-G-Guatemala Inter: Ave. Petapa 40-35 Zona 12

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