Auto Finance – Agent Customer Service 5B – English – On site Johannesburg

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 accuracy and timeliness in all interactions and communications Ensure FCA compliance in all aspects of the role including documentation and communication Provide exceptional customer service through effective communication, empathy, and problem-solving skills Escalate complex cases to supervisor or team leader as required Support continuous improvement initiatives by identifying areas for process improvement and implementing changes as necessary Contribute to team KPIs by meeting or exceeding targets for first call resolution, average handle time, and customer satisfaction