Associate - Customer Care - Voice 5A

Genpact Ltd.; Gurgaon; On-site; INR 300,000 - 540,000; Full time

Job summary

Genpact is seeking a dedicated agent to execute payment transactions via Phone, Web, and IVR systems from India. You will ensure accurate entry of accounts, payments, and virtual card details while maintaining comprehensive records.

You will access client dashboards, document workflows with QA standards, and collaborate with teams to resolve issues. Strong English and CX focus are essential for meeting KPI targets during night shifts.

Qualifications

• Bachelor's degree or equivalent in business, IT, or related field.
• Good command of English (spoken and written).
• Experience in customer support or payments domain is a plus.
• Willingness to work night shifts in India.

Responsibilities

• Execute payment transactions through Phone, Web platforms and IVR systems.
• Ensure precise entry of customer account details, payment amounts, and virtual card information.
• Oversee system operations by accessing client dashboards and maintaining comprehensive payment records.
• Maintain thorough documentation while strictly adhering to quality assurance and compliance standards.
• Collaborate with internal teams to ensure smooth resolution of customer concerns.
• Identify recurring issues and suggest process improvements to enhance customer experience.
• Meet or exceed performance metrics such as Payment per hour/day, success rate, and call quality scores.

Skills

Payment processing

Customer care

English communication

Quality assurance

Process improvement

Documentation

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Tools

IVR platforms

Payment processing platforms

Job description

**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* Execute payment transactions through Phone, Web platforms and IVR systems* Ensure precise entry of customer account details, payment amounts, and virtual card information* Oversee system operations by accessing client dashboards and maintaining comprehensive payment records* Maintain thorough documentation while strictly adhering to quality assurance and compliance standards* Collaborate with internal teams to ensure smooth resolution of customer concerns* Identify recurring issues and suggest process improvements to enhance customer experience* Meet or exceed performance metrics such as Payment per hour/day, success rate, and call quality scores**Qualifications**Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing**Certifications**Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources**Required Skills**Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Online Customer Support, Online Transaction Processing (OLTP), Voice-User Interface**Language**English (Required)**Language Proficiency -**Upper Intermediate - B2**Additional Job Location -****Job Type**Regular**Master Skill List -**Customer Care - Voice**Remote Type -**Office**Work Shift -**Night Job (India)**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.