Senior Associate - Customer Care, Sales & Support

About the role

Genpact is looking for a Senior Associate for its Customer Care, Sales & Support team in Dalian. The role supervises call centre agents, supports procedures and policies, coaches staff and handles escalated customer issues. It is a fixed-term position based in the office, working day shifts.

Key responsibilities

• Manage and monitor daily activities of call centre agents to ensure high productivity and consistent service quality.
• Support the development and implementation of procedures and policies to optimise operational efficiency and customer satisfaction.
• Analyse call centre data and performance metrics to identify trends, gaps and improvement opportunities.
• Train and coach agents to improve their skills, performance and adherence to service standards.
• Handle escalated customer inquiries professionally and resolve them promptly.
• Collaborate with internal departments to resolve complex customer issues and improve service delivery.
• Generate performance reports and present findings to management to support operational decisions.

Required profile

• Bachelor's degree in Business Administration, Communication, Marketing or Sales, or a Master's in Marketing.
• Proficiency in English and Korean (required).
• Certifications: Certified Implementation Specialist - Customer Service Management (ServiceNow), ITIL Foundation (Axelos), Professional Customer Service (Horeca Forma Be Pro), and STI Certified Call Center Professional (Cornerstone).

Required skills

• Customer care and help desk support
• Data analytics and data tools
• Google Analytics and marketing analytics
• Salesforce and Microsoft Office
• Content management systems