Customer Service Representative- Voice (US Payroll)

Genpact Ltd.; Gurugram District; On-site; INR 450,000 - 650,000; Full time

Job summary

Genpact invites applications for the Sr. Associate – Customer Care Voice (Payroll) role in Gurugram. You will guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds reach the right people on time.

Diagnose and resolve payroll funding issues, explain how payroll workflows connect with team setup, time tracking, taxes, and filings; document actions clearly, manage escalations, and communicate outcomes with empathy.

Responsibilities

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds reach the right people on time.
• Diagnose and resolve payroll funding issues using structured investigations across customer-facing tools and back-office workflows.
• Explain how workflows connect across products (team setup, time tracking, payroll processing, pay delivery, taxes/filings).
• Own customer issues from intake to resolution; escalate with documented findings and next steps to minimize effort.
• Communicate outcomes clearly, set expectations, and maintain policy, risk, and compliance requirements with empathy.

Job description

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Sr. Associate – Customer Care Voice *Payroll*

Responsibilities:

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks, ensuring funds successfully move out of the business to the right people at the right time.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach across customer-facing tools and back-office workflows.
• Help customers understand how workflows connect across products (for example: Team setup (employees, pay rates, taxes, benefits) + time tracking (hours, PTO, approvals) → payroll processing → pay delivery (DD/checks) → taxes/filings.
• Own customer issues from intake to resolution whenever possible; when escalation is required, clearly document findings, actions taken, and recommended next steps to minimize customer effort.
• Communicate with clarity and confidence—especially when sharing outcomes; the customer may not want to hear. Set expectations early, explain the “why” in plain language, and hold firm on policy, risk, and compliance requirements while still showing empathy and offering next-best options.
• Build trust quickly by identifying business goals and constraints, de-escalating when needed, and using appropriate financial and payments of terminology.
• Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within a role scope.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keep up with updates, and stay focused on moving the customer’s issue forward.
• Gain a thorough understanding of the customer’s small business operations, challenges, and goals

Recommend the right solutions based on need across the client ecosystem and reinforce the value proposition and complete sale during call (including new customer acquisition and/or ecosystem attach)

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• 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 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.