Executive-Voice-Customer Service at EXL South Africa

Job Description

• The successful candidate will be working within the Collections Team. They will be responsible for making outbound calls and taking inbound collections calls.
• They will be dealing with a range of customers in arrears, from the most vulnerable to challenging customers that don’t want to pay.
• They will work towards being fully compliant, arrange successful payment plans and look to drive a positive customer experience to ensure that you’re delivering the right options and outcomes for both BG and their customers

Responsibilities

Key Responsibilities 

Responsibilities are not limited to the enclosed 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer’s energy account back on track
• Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
• Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
• Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer
• Take ownership of customer issues and work hard to find solutions
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• Ensure all tasks are completed to a high standard with attention to detail 
• 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

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6-12 months call centre experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written)