Customer Service Representative

About the Role

Genpact is seeking a Customer Service Representative- Voice with a focus on US Payroll.

Key Responsibilities

• Guide customers through payroll setup, pay runs, corrections, and post-payroll tasks.
• Ensure funds are successfully moved from the business to the correct recipients promptly.
• Diagnose and resolve payment, debit/withdrawal, direct deposit, and related payroll funding issues using a structured, investigative approach.
• Utilize customer-facing tools and back-office workflows for issue resolution.
• Help customers understand the connection between different product workflows (e.g., team setup, time tracking, payroll processing, pay delivery, taxes/filings).
• Own customer issues from intake to resolution; escalate when necessary by clearly documenting findings, actions taken, and recommended next steps.
• Communicate outcomes with clarity and confidence, setting expectations early, explaining the "why" in plain language, and adhering to policy, risk, and compliance requirements with empathy.
• Build trust by identifying customer business goals and constraints, de-escalating situations when needed, and using appropriate financial and payments terminology.
• Follow established policies, compliance requirements, and risk controls.
• Apply sound judgment in regulated or sensitive money-movement scenarios.
• Stay effective in a fast-changing environment by using available resources to find accurate answers quickly, keeping up with updates, and focusing on moving the customer's issue forward.
• Gain a thorough understanding of the customer's small business operations, challenges, and goals.
• Recommend appropriate solutions across the client ecosystem and reinforce value proposition and complete sales during calls, including new customer acquisition and ecosystem attach.

Requirements & Tech Stack

• Voice support (US Payroll focus)
• Customer-facing tools
• Back-office workflows

Qualifications

• Experience with AI, automation, and digital innovation is a plus.
• Ability to work effectively in a fast-changing environment.
• Strong understanding of payroll processes.
• Excellent communication skills, including clarity, confidence, and empathy.
• Problem-solving and investigative skills.
• Ability to adhere to policies, compliance requirements, and risk controls.
• Sound judgment in handling sensitive financial scenarios.
• Understanding of customer business operations, challenges, and goals.
• Sales acumen for new customer acquisition and ecosystem attach.