Executive at EXL South Africa

Job Description

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries. 
• 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

• Proficient level of written and spoken English
• 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

• 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 updatingrience making outbound calls or handling calls for UK clients