Auto Finance Agent Customer Service- Senior Process Associate– English – On site Johannesburg

Sr. Associate - Customer Care - Voice

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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Job Description

Inviting applications for the role of Auto Finance Agent Customer Service- Senior Process Associate English on site Johannesburg 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 KP Is 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

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Standard (South Africa)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training. 

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