Specialist - Customer Care - Sales & Support 4B

Specialist - Customer Care - Sales & Support

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. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities:
Responsible for ensuring the efficient and effective operation of the call center, focusing on delivering excellent customer service and optimizing operational performance.

Manage and oversee day-to-day operations of the call center, ensuring timely and accurate handling of customer interactions.

Monitor call center metrics and performance indicators to identify areas for improvement and maintain service standards.

Support the development and implementation of strategies to enhance call center efficiency and productivity.

Train and mentor call center staff to deliver high-quality customer service and adhere to process guidelines.

Conduct regular quality assurance assessments to maintain service quality and compliance with internal standards.

Collaborate with other departments to ensure seamless communication and coordination within the call center environment.

Prepare reports and analysis on call center performance and trends to support management review and decision-making.

Assist in implementing call center technologies and tools to improve operational workflows and customer experience.

Qualifications

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

Certifications

APICS Certified in Production and Inventory Management (CPIM) - Lincoln LandLincoln Land, Certified Data Management Professional - RiversandRiversand, Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Certified Pricing Professional - Professional Pricing Society, USAProfessional Pricing Society, USA, ITIL Foundation - AxelosAxelos

Required Skills

Account Analysis, Account Analysis, Audit Support, Budgeting, Business Development, Consumer Electronics, Contract Management, Customer Care, Digital Marketing Analytics, Electronic Hardware, Financial Planning and Analysis (FP&A), Generative AI, Internet Businesses, Manufacturing Equipment, Marketing Analytics, Process Orchestration, Sales, Sales Compensation, Salesforce Sales Cloud, Sales Forecasting, Sales Order Management, Sales Origination, Sales Performance Management (SPM), Sales Support, Semiconductors {+ 4 more}

Language

Portuguese

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Sales & Support

Remote Type -

Hybrid

Work Shift -

Day Job (Brazil)

Why join Genpact?
•    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 
 
Come join the 140,000+ coders, 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.