Back-End/ Data Entry -Complex Transaction Processing at EXL South Africa

Job Description

• As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market leading customer service/experience to increase the profitability of the business and remaining committed to treating our customers fairly and ensuring continuous delivery of customer service excellence.
• In this role you will be responsible for completing interactions with our customers by resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.
• You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.

Responsibilities

• Supporting customers across the wider business. 
• Provide world class customer service to both new and existing customers. 
• Continual learning of products/services. 
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence 
• Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance) 
• Deliver accurate information on products and services to ensure consistency across the organization and provide trustworthy customer service 
• Identify and understand customer needs service in order to provide a consistently high-quality 
• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner 
• Increase customer retention, loyalty and build a credible reputation
• Comprehend and adhere to the company and department standards, policies and procedures
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards 
• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction 
• Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives 

Qualifications

• SA Citizen 
• Grade 12 (Mandatory) 
• 6+ Months Customer Service experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• Smart Phone compatible with Microsoft Authenticator App