Customer Service Specialist with German

Responsibilities:

• Front office operations support, exception management, investigation/ resolve system errors, complaints and collect Customer surveys (NPS)
• Allocate tasks to internal teams as per requested by the customer
• Lead system stop and provide approval as per company guidelines
• Handle policy issuance/maintenance activities and payments processing
• Communicate with customers (e-mail/phone) & process their requests in systems
• Maintain customer records in internal systems
• Interaction with internal teams like products/ claims (validation, adjudication, fulfillment) over emails/phones
• Perform other tasks requested by the manager to reach team objectives or the company’s objectives based on current needs
• Implement improvements to current processes
• Perform all tasks in compliance with Genpact internal policies, procedures

Qualifications:

• Very good knowledge of German (min. B2)
• Good level of English (min B2)
• Professional experience in Care or Non-Life insurance processes / Customer Service/ Sales support experience (preferred, not mandatory)
• Solution-oriented. Identifies and analyses problems to make logical fact-based decisions. Open to new concepts and ideas. Willing to learn and use new procedures and technologies
• Anticipates, identifies, and responds to customer needs with excellent service. Demonstrates customer commitment through customer feedback, follow-up, and positive relationships
• Very attentive and active listener. Cultivates open communication. Synthesizes information from multiple resources and incorporates it into relevant tasks or discussions
• Good MS Office (especially MS Excel) knowledge

What we offer:

• Attractive salary
• Stable job offer - employment contract
• Various trainings (initiating, soft skills)
• Possibility of development.
• Benefits (Insurance, Luxmed, Multisport, Lunchpass card, additional vacation days, biking policy).