Blended-Customer Service at EXL South Africa

Job Description

Responsibilities are not limited to the enclosed 

• Supporting customers across the wider business. 
• Provide world class customer service to both new and existing customers. 
• Provide Sales support to customers. 
• Continual learning of products/services. 
• Promote and sell products to new and existing customers 
• 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 in order to provide a consistently high-quality service   
• 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 
• Grade 12 (Mandatory)
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• Experience 12 months BPO experience
• Some post High School education preferred

Responsibilities

• They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues.
• These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.

Qualifications

• Graduate 1 - 3 Years