Voice Agent - Process Associate - English – On site

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

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

· Servicingcustomers 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

· Backgroundon 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.