Associate - Customer Care - Voice 5A

1401 Genpact India Pvt. Ltd.; Jharsa; On-site; INR 300,000 - 540,000; Full time

Job summary

Genpact is seeking an Associate - Customer Care - Voice to handle customer payments via phone, web, and IVR systems. You will ensure accurate data entry, maintain records, and collaborate with teams to resolve issues. The role demands strong CX orientation, English fluency, and adherence to QA standards.

The position involves night shifts at an office in India, with opportunities to grow in AI-driven customer solutions and support for global clients.

Qualifications

• Bachelor's degree in one of the listed fields.
• Experience or certification in customer experience is a plus.
• Proficiency in English and client-facing communication.

Responsibilities

• Process payments via phone, web, and IVR platforms.
• Ensure accurate entry of customer details and payments.
• Maintain payment records and client dashboards.
• Document processes and comply with QA standards.
• Collaborate with internal teams to resolve issues.
• Identify recurring issues and suggest improvements.
• Meet or exceed payments and call quality metrics.

Skills

Banking/CM

Customer Care

Customer Experience

Customer Service

Online Support

OLTP

English Proficiency

B2 Proficiency

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - 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

Additional Information

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

Equal Opportunity Employer

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.

About Genpact

Genpact is an agentic and advanced technology solutions company that runs mission-critical operations for the world’s leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world’s leading companies operate. There's a lot to learn here, and room to grow.