Customer Care Voice-Inbound at EXL South Africa

Job Description

Key Responsibilities 

Responsibilities are not limited to the enclosed 

• Interact with motor insurance customers through chat / telephony channel to address customer needs and queries               
• Assist with customer policy change requests ensuring their needs are met and their journey is slick and efficient                   
• Deliver high standards of product knowledge and service to ensure customer-centric values are achieved                   
• Meet all assigned targets in accordance with the prescribed SLA and internal standards
• Ensure that the quality of each transaction complies with the predefined parameters, as defined by Process Excellence                           
• Deliver a seamless customer experience explaining policy principles in a jargon-free way, building customer understanding of the protection they have to ensure peace of mind
• Identify areas of self-development and work with leader and team mates to achieve set goals
• Ensure adherence to the established attendance schedules

Minimum Requirements: 

• Grade 12 (Mandatory)
• + 12 month customer service experience
• Soft skills & Telecommunications experience
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.