Customer Care Voice-Collections at EXL South Africa

Job Description

Requirement: 

• 6 month's+ International Call Center Experience
• 6 month's+ Collections Experience
• Grade 12
• Crim and Credit Clear
• Proficient level of written and spoken English. 
• Active listening skills
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Negotiation and influencing skills

Description: 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries. 
• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards. 
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes. 
• Negotiate payment and repayment plans, assessing customer needs and financial circumstances, whilst addressing missed payments or arrears.
• Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• Any other tasks as deemed required by their Line Manager 
• Ensure that the calls are handled  as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality  of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules

Responsibilities

• Active listening skills
• Assertive, empathetic, professional & courteous
• Experience making outbound calls or handling calls for UK clients
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating

Qualifications

• Grade 12
• Basic knowledge of computers
• Preferably good typing speed and accurate system updating 
• Making outbound calls or handling calls for UK clients