customer service (voice) - Payroll/Payments

Mark Makers Consultancy Services; Gurugram District; On-site; INR 675,000 - 825,000; Full time

Job summary

Mark Makers Consultancy Services in Gurgaon Badshahpur is seeking a Customer Service Executive Payroll & Payments (Voice Process) to handle payroll, salaries, and payment queries with a strong focus on customer experience. The role requires expertise in payroll concepts, banking, and transaction processing, and demands excellent communication.

The candidate will manage inbound calls, resolve salary and payment issues, follow SOPs, and maintain accurate records to meet defined TAT/SLA and quality

Qualifications

• Experience in Customer Service / Voice support and payroll/payments.
• Strong communication and problem-solving skills.
• Familiarity with SOPs, SLA concepts and regulatory requirements.

Responsibilities

• Handle inbound calls related to payroll, salaries, payments.
• Resolve salary processing and transaction queries.
• Troubleshoot payroll and payment issues.
• Coordinate with internal teams for resolution.
• Provide accurate information within defined TAT/SLA.
• Maintain records of customer interactions.
• Adhere to SOPs and quality standards.
• Meet productivity and customer satisfaction targets.

Skills

Customer Service

Voice Process

Payroll Knowledge

Payments

BFSI Knowledge

Communication

Job description

Customer Service Executive Payroll & Payments | Voice Process

Job Description :

We are looking for customer-focused professionals with experience in customer service, voice process, payroll and/or payments to join our team in Gurgaon Badshahpur.

The ideal candidate should have excellent communication skills, strong customer-handling abilities and working knowledge of payroll, banking, payments or transaction-processing processes. The role involves handling customer/employee queries through voice channels and providing accurate resolutions within defined TAT and quality standards.

Key Responsibilities :

• Handle inbound customer/employee calls related to payroll, salary, payments and transactions.
• Resolve queries related to salary processing, payment processing, refunds, transactions and account-related issues.
• Understand and troubleshoot basic payroll and payment-related issues.
• Investigate transaction-related concerns and coordinate with internal teams for resolution.
• Provide accurate information and resolution within defined TAT/SLA.
• Maintain accurate records and documentation of customer interactions.
• Follow defined SOPs, quality standards, compliance requirements and process guidelines.
• Meet defined productivity, quality and customer satisfaction targets.
• Ensure a professional and positive customer experience on every interaction.

Required Skills :

• Experience in Customer Service / Customer Care / Customer Support.
• Experience in Voice Process / Inbound Voice Support.
• Knowledge of Payroll, Payments, Banking, BFSI or Transaction Processing.
• Good understanding of salary/payroll concepts such as PF, ESI, TDS and deductions is preferred.
• Basic understanding of payment/financial transactions.
• Strong verbal and written communication skills.
• Excellent customer-handling and problem-solving abilities.
• Ability to work in a target-driven, process-oriented environment.

Preferred Domain Experience

Payroll | Payments | Banking | BFSI | Financial Services | Transaction Processing | Payment Processing | Digital Payments | UPI | Cards | Refunds | Disputes | Reconciliation

Experience :

25 years of experience in Customer Service, Customer Support, Voice Process, Payroll Operations, HR Operations, Payments, Banking, BFSI, BPO/ITES or related processes.

Location :

Gurgaon Badshahpur

Salary

Up to 7.5 LPA, depending on experience and suitability.

Notice Period :

Immediate joiners to candidates with up to 45 days' notice period preferred.

Ideal Candidate

We are looking for candidates who have either Payroll or Payments/BFSI experience along with strong Customer Service/Voice experience. Candidates with experience in both domains will be preferred.