Customer Care Voice-Inbound: 19293 at EXL South Africa

Job Description

• Role primarily involves managing inbound calls from policy holders for notification of loss, checking policy cover, providing correct information, instructing suppliers and updating the system. 
• Focus on customer service, empathy and first-time resolution is paramount; while ensuring answer rate is maintained and call statistics (hold time/wrap time/talk-time) are as required.

Responsibilities

Key Responsibilities 

Responsibilities are not limited to the enclosed 

Essential Functions

• Assist customers that are calling to make payments. 
• Assist customers by transferring misrouted calls to the correct department. 
• Assist customer with making billing information. 
• Update payment and billing information.
• Track and locate payments. 
• Advising customers on how to save on billing fees. 
• Promote self-serve and paperless options for the customers.
• Assist customers with trouble shooting for online self-service portal.
• Liaise with other departments to verify updates on the customers’ behalf.
• Ensure that calls are answered per standard procedures. 
• Ensure that the assigned calls per Hour target/ answer rate is met in accordance with SLA 
• Ensure that the quality of the transactions follows predefined parameters. 
• Ensure accuracy of reserves and record keeping 
• Ensure adherence to Company Policies and Procedures
• Making telephone calls to gather additional information. 
• Focus on customer satisfaction, empathy, rapport building, effective communication and timely resolution of customer concerns. 
• Any other essential function that may occur from time to time as directed by the Supervisor.

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• Desired insurance experience will be added advantage

Minimum experience required

• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL. 
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.