Permanent
Auto Finance – Agent Customer Service 5B – English – On site Johannesburg
Genpact SA
Johannesburg, Gauteng
unknown
About this role
Employer: Genpact SA
Provide direct support to UK customers handling inbound/outbound calls and emails, ensuring FCA-compliant outcomes, accurate case documentation, and timely resolution. You will contribute to team KPIs, escalate complex cases, and support continuous improvement initiatives.
Responsibilities
- Handle inbound and outbound calls and email correspondence with UK customers professionally and compliantly
- Validate customer information and supporting evidence to ensure accurate case handling
- Maintain accurate, detailed records in Salesforce CRM for all interactions
- Escalate complex, high-risk, or unresolved cases to Senior Agents or Team Leaders
- Resolve customer queries and complaints within delegated authority, exercising judgment where appropriate
- Adhere to FCA rules, Treating Customers Fairly (TCF) principles, and internal policies always
- Participate in Quality Assurance (QA) evaluations, implement feedback, and continuously improve performance
- Meeting service metrics: call handling times, first contact resolution, email response times, and case closure volumes
- Support team initiatives, process updates, and new campaigns by adapting to procedural changes quickly
- Contribute to MI reporting by ensuring data is complete and accurate in Salesforce CRM
- Identify trends, common issues, or potential compliance risks, and report them to Team Leaders
- Assist with training refreshers or knowledge sharing sessions for peers
- Ensure confidentiality and data protection in line with UK regulations
Minimum Qualifications / Skills
- Matric Certificate with English D result or better
- Experience in customer service, collections, or financial services 2+ Years
- Knowledge of financial services operations and regulatory environment
- B2-level English proficiency (spoken and written)
- Strong written communication skills for email correspondence
- Comfortable working UK operating hours