Voice Agent - Process Associate - English – On site Johannesburg
Genpact
- Johannesburg, Gauteng
- Permanent
- Full-time
Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.Welcome to the relentless pursuit of better.Inviting applications for the role of Voice Agent - Process Associate - English – On site JohannesburgThe Fraud Telephone Assistant will be responsible for answering incoming calls related to fraudulent activities and assisting clients in resolving their issues. You will be required to analyze fraud data and identify potential fraudulent activities, answer inquiries and questions, handle complaints, troubleshoot problems and provide information related to product/services.ResponsibilitiesThe candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:
- Fraud Detection
- Servicing customers by answering product and service questions and advising about other products and services
- Resolving product and service problems
- Reviewing and making changes on customers’ account when needed
- Handling complaints
- Handling inbound and outbound calls (Spanish & English)
- Adhering to compliance policy
- Customer Service Oriented
Minimum Qualifications
- High school diploma
- 85% English proficiency
- Basic knowledge on Word, Excel
- Basic knowledge on internet navigation
- Flexibility – Schedules
- B1 English Level Minimum
- Background on Customer service (desired but not mandatory)
- Fraud detection experience (desirable but not a must)
- Relevant experience .
- Attractive salary and benefits such as Medical Aid, Retirement and risk benefits
- Work in a multicultural environment;
- Various trainings (technical & soft skills);
- Development opportunities in a growing multinational company;