Senior Associate - Customer service - Voice

Job description

Ready to shape the future of work? At Genpact we don't just adapt to change we drive it. AI and digital innovation are redefining industries and were leading the charge. Genpact's AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges. If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment. 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. **We are inviting applications for the role of Sr. Associate-Customer Service** **\\*\\*Work location: Gurgaon (Work from office)** **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 confidenceespecially 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 terminology. - Follow established policies, compliance requirements, and risk controls, and apply sound judgment when navigating regulated or sensitive money-movement scenarios within 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 customers 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) **Qualifications** Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Why join Genpact? - 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. Lets 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.