Customer Care Voice-Inbound at EXL South Africa

Job Description

• Provides highest quality, caring service by following established service levels and procedures for functions performed. Establishes and maintains effective relationships with customers on behalf of the company in a customer centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all customer requirements are completely met. 

Responsibilities

Key Responsibilities 

• Responsibilities are not limited to the enclosed 
• Handle calls related to Auto property damage claims, Billing and General Inquiries 
• Update all the information obtained – including documenting all actions taken – in the claims system 
• Deliver customer satisfaction while focusing on rapport building, effective communication, & the timely resolution of the insured’s concerns in an empathetic and efficient manner 
• 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 
• Ensure adherence to the established attendance schedules
• Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• Desired insurance experience will be added advantage
• Minimum 6 months of international Contact Center experience    
• 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.