Customer Support – Senior Process Associate _German _Onsite Lisbon

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

Job Description – Customer Support – Senior Process Associate _German _Onsite Lisbon! (BFS047400)

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry‑first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.

Responsibilities

• Responsible for providing support for customers by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

Minimum Qualifications

• Any Graduate degree (good to have)
• Strong problem‑solving and decision‑making abilities
• Experience in Customer Service/Support
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with customer relationship management (CRM) systems and practices
• Experience working in a Fin
  Tech environment/company (good to have)
• Great communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high‑growth and fast‑paced organization
• Must be able to read, write and speak in English
• Very good knowledge of English and German B2

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands‑on experience, mentorship, and continuous learning opportunities
• 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

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.