Johannesburg: Auto Finance – Agent Customer Service 5B – English – On site Johannesburg posted by 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 Preferred Qualifications / Skills Hands-on experience with Salesforce CRM, Genesys, MS Office/Excel Experience in Auto Finance, Redress, Banking Operations, or Collections Understanding of FCA rules and TCF principles Ability to work independently while escalating appropriately Strong interpersonal, problem-solving, and time management skills