Voice Agent - Johannesburg, South Africa - Genpact

Description

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
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 Johannesburg

The 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.

Responsibilities

The 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

Qualifications we seek in you
Minimum Qualifications

• High school diploma

• 85% English proficiency

• Basic knowledge on Word, Excel

• Basic knowledge on internet navigation

• Flexibility – Schedules

• B1 English Level Minimum

Preferred Qualifications/ Skills

• Background on Customer service (desired but not mandatory)

• Fraud detection experience (desirable but not a must)

• Relevant experience .

What can we offer

• 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;

In case Genpact does not respond to your application within 30 days, please consider it was not successful for the current recruitment process for this role.