Executive-Voice-Customer Service at EXL South Africa

Job Description

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

Minimum Requirements:

• SA Citizen
• Grade 12 (Mandatory)
• 6 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) 

Qualifications

• Matric
• 6 months call centre experience