Voice Agent - Process Associate- English – Onsite Johannesburg-CPG049446 at Genpact

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