Banking Customer Care for Voice Processes, Voice Agent - Senior Process Associate- English- On [...]

Genpact; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A global technology services provider in Johannesburg is seeking a Banking Customer Care Voice Agent. This role involves detecting fraudulent calls, resolving customer issues, and advising on services. Ideal candidates should have a high school diploma, strong English proficiency, and some experience in voice processes. Join a dynamic team committed to innovation and growth, where your contributions matter.

Benefits

Mentorship and continuous learning opportunities

Dynamic work environment that values respect and integrity

Equal Opportunity Employer

Qualifications

• High school diploma is required.
• 85% English proficiency or higher is necessary.
• Experience in a voice process is ideal.

Responsibilities

• Detect and analyze fraudulent activities through calls.
• Address customer queries and provide support for services.
• Handle complaints and resolve service problems.

Skills

English proficiency

Customer service orientation

Basic knowledge on Word

Basic knowledge on Excel

Experience in a voice process

Education

High school diploma

Job description

Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Banking Customer Care for Voice Processes, Voice Agent - Senior Process Associate- On Site Johannesburg SA

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 potentially fraudulent activities, answer inquiries and questions, handle complaints, troubleshoot problems, and provide information related to product/services.

Responsibilities

• 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
• experience in a voice process

Preferred Qualifications/ Skills

• Background on Customer service (desired but not mandatory)
• Fraud detection experience (desirable but not a must)

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• 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 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.

Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.

Kindly please see our Privacy Notice for Employment Candidates : https://www.genpact.com/privacy/notice-for-employment-candidates