About us

Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services.

Capgemini Business Services department is one of the first and the biggest outsourcing centers in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. Business Services employs over 4000 specialists in its offices located in Krakow and Katowice.

Position purpose

Provides first and advanced second level resolution of TPA Queries, and is responsible for escalation to Problem Resolution or specialist teams.
As a member of the team, participates in meeting service levels, key measurement targets of the team, delivers a high quality and cost effective service and oversees the process (or part of process) and customer service decisions. Ensures the delivery of a customer focused service to the client with highly proficient knowledge of one or more processes, continually striving to improve the process.

Main accountabilities

• Is responsible for providing support to brokers and agents in support of the following areas: 

- First line of query resolution 
- Complex email handling 
- Complex issues solving (processes treated via files) 
- Accuracy in answering the queries and problem handling 

• Expected to drive innovation to help improve the client processes
• Demonstrates expert knowledge of processes and procedures
• Verifies and approves of work being done by team members
• Coordinates training on the job for new joiners
• Supports Team Leader in managing the team to provide high quality service delivery

Requirements

• Experience in F&A/Customer Service area 
• Good analitical skills 
• Very good knowledge of French (written and spoken) 
• Able to work on deadlines

What we offer

• Development opportunities 
• Role specific trainings 
• Great atmosphere within the team 
• Challenging and interesting job
• You will work in multinational, stable company for c.a. 100 Blue Chip Clients - known, global brands, supported by 6000 professionals in 30 languages.
• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen philosophy.
• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ACCA, Prince2, PMP). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.
• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.
• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program).
• As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities.