Sr. Associate - Customer Care - Voice

Auto Finance Agent Customer Service - Senior Process Associate, English, on‑site in Johannesburg.
The role provides direct support to UK customers via inbound/outbound calls and email, ensuring FCA‑compliant outcomes, accurate case documentation, and timely resolution. The associate will contribute to team KPIs, help classify 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 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 t...