• The purpose of this position is to communicate verbally/in written with the clients and the related departments in order to perform the roll of Customer Experience employee, according to the Standardized Operating Procedures and Work Instructions

• Answering phone calls in the mentioned languages, with a nice, controlled voice

• Being able to communicate effectively both verbal and in writing

• Handle higher complexity back-office activities (e.g. end of term, transfer of ownership)

• Verify and update customer information during each interaction

• Able to sense other people’s emotions and provide the answer or support based on their needs

• Have a high-level tolerance without losing temper or being irritated by the day-to-day situation

• Receiving and placing customer instructions for the in-scope products/services (financial lease, hire purchase)

• Projecting a positive image of the company and brand

• Implementing changes using your creativity and focus on process improvement

• Correct and complete documentation of all customer interactions in the different systems used

• Using time effectively and prioritize the daily tasks accordingly

• Sharing with all team members any relevant knowledge obtained through customer interactions

• Attending training sessions

• Arranging working schedules with colleagues flexibly, according to business needs

• Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis

• Providing assistance to new colleagues whenever required

• Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date and maintaining SOPs up to date

• Fluent language skills of Dutch and English

• Bachelor’s degree

• Relevant experience in phone customer service / call center Good MS Office knowledge

• The ability to efficiently, clearly and adequately (appropriately) express functional needs, opinions, knowledge and information in daily interactions with others

• Customer oriented

• High motivation and ability to learn

• Ability to work under time pressure

• Proactive approach

• Solution-oriented

• Flexible

• Team player

• Attractive salary;

• Stable job offers - employment contract

• Work in a multicultural and diverse environment with employees from over 30 countries

• Genpact supports professional trainings and great career development opportunities

• Free access to our award-winning learning platform

• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts