Johannesburg: Customer Service Agent (Talent Pool) posted by Genpact SA

This advert is for a Talent Pool, should you have the experience and meet the requirements and want to be considered for future roles, you may apply so your profile is added to the Talent Pool The Customer Service Agent will be responsible for answering incoming calls related to fraudulent / KYC activities and assisting clients in resolving their issues. You will be required to analyze fraud data / KYC 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: 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 Adhering to compliance policy Customer Service Oriented Minimum Qualifications Matric Basic knowledge on Word, Excel Basic knowledge on internet navigation Flexibility Schedules (must be willing to work shifts, including night shift and public holidays 2 years of experience in a voice process KYC / Fraud experience Preferred Qualifications/ Skills Background in Customer service This advert is for a Talent Pool, should you have the experience and meet the requirements and want to be considered for future roles, you may apply so your profile is added to the Talent Pool