Associate - Customer Care - Voice 5A

Genpact; Gurugram District; On-site; INR 350,000 - 550,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Voice in India to manage payment-related conversations across phone, web, and IVR channels. You will handle accurate data entry, ensure secure payment processing, and access client dashboards for thorough record-keeping.

The role demands collaboration with teams and a focus on quality and CX metrics. The position operates in a night shift at Genpact's office in India, with an emphasis on delivering reliable customer care and compliant service

Qualifications

• Bachelor's degree in one of the listed fields (Business Admin, Comms, Hospitality, IT, Marketing).
• English language proficiency at Upper Intermediate - B2 level.

Responsibilities

• Execute payment transactions via phone, web, and IVR systems.
• Ensure precise entry of customer account details and payment amounts.
• Maintain payment records and access client dashboards for operations.
• Collaborate with internal teams to resolve customer concerns.
• Identify recurring issues and suggest process improvements to enhance CX.
• Meet or exceed performance metrics such as payments per hour and call quality.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Online Customer Support

Online Transaction Processing

Voice-User Interface

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Associate - Customer Care - Voice

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

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.