Associate - Customer Care - Voice 5A

Genpact; Gurugram District; On-site; INR 300,000 - 520,000; Full time

Job summary

Genpact in India (Gurugram) is hiring for an Associate - Customer Care - Voice. You will handle payment transactions via Phone, Web, and IVR, ensuring accurate entry of details and maintaining records across client dashboards.

Collaborate with internal teams to resolve issues while upholding QA and compliance standards. Achieve targets for payments per hour, success rate, and call quality, and contribute to a high-quality customer experience.

Qualifications

• Bachelor's degrees in Business Administration, Communications, Hospitality Management, Information Technology or Marketing.
• COPC Certification in Customer Experience is preferred.
• SMG/KRC Poland Human Resources certification is listed in qualifications.

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 payment records.
• Maintain documentation while adhering to quality assurance and compliance standards.
• Collaborate with internal teams to resolve 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

Banking Capital Markets

Customer Care

Customer Experience

Customer Service

Online Customer Support

Online Transaction Processing

Voice-User Interface

Education

Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing

Job description

Associate - Customer Care - VoiceReady 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 DescriptionResponsibilitiesExecute payment transactions through Phone, Web platforms and IVR systemsEnsure precise entry of customer account details, payment amounts, and virtual card informationOversee system operations by accessing client dashboards and maintaining comprehensive payment recordsMaintain thorough documentation while strictly adhering to quality assurance and compliance standardsCollaborate with internal teams to ensure smooth resolution of customer concernsIdentify recurring issues and suggest process improvements to enhance customer experienceMeet or exceed performance metrics such as Payment per hour/day, success rate, and call quality scoresQualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCustomer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human ResourcesRequired SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Online Customer Support, Online Transaction Processing (OLTP), Voice-User InterfaceLanguageEnglish (Required)Language Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - VoiceRemote Type -OfficeWork 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 progressCome 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.