Active Jobs at EXL South Africa

Job Description

Key Responsibilities 

User Support & Incident Resolution

• Provide excellent customer service and first-line support via phone, email, and chat.
• Troubleshoot end-user issues across hardware, software, and networks.
• Ensure timely resolution and accurate incident documentation.

Leadership & Mentorship

• Act as a technical point of escalation within the team
• Set a positive example in behavior, adherence, and work ethic.

Process Adherence & Improvement

• Follow and improve service desk procedures.
• Identify recurring issues and contribute to root cause analysis.
• Create and maintain knowledge base articles and process documents.

Collaboration

• Communicate clearly with users and escalate effectively when needed.
• Work closely with other IT teams to ensure cross-functional alignment.

Responsibilities

Key Responsibilities 

User Support & Incident Resolution

• Provide excellent customer service and first-line support via phone, email, and chat.
• Troubleshoot end-user issues across hardware, software, and networks.
• Ensure timely resolution and accurate incident documentation.

Leadership & Mentorship

• Act as a technical point of escalation within the team
• Set a positive example in behavior, adherence, and work ethic.

Process Adherence & Improvement

• Follow and improve service desk procedures.
• Identify recurring issues and contribute to root cause analysis.
• Create and maintain knowledge base articles and process documents.

Collaboration

• Communicate clearly with users and escalate effectively when needed.
• Work closely with other IT teams to ensure cross-functional alignment.

Qualifications

Qualifications & Requirements (Internal Candidates)

• Solid understanding of ITIL processes and experience with ServiceNow.
• Strong troubleshooting experience with Windows, networking, and hardware.
• Excellent communication and interpersonal skills.

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Job Description

Explicit inclusion of complaints handling

• Coverage of live chat in addition to voice
• Identification and management of vulnerable customers
• CSAT as the primary customer metric

Indemnity‑related measures:

• Hire car referrals
• Injury referrals
• Approved repair network usage

Regulatory adherence:

• Mandatory learning completion
• Complaint handling within defined timelines

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.

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Job Description

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Solid critical thinking, problem solving, and interpersonal skills
• Demonstrates ability to give and receive feedback with peers and business partners
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
• Excellent verbal, written and comprehension skills
• Lead and coach the RTA team to ensure effective real-time monitoring, adherence management, and intraday control
• Monitor call volumes, AHT, shrinkage, and agent availability to proactively mitigate SLA risks
• Take real-time corrective actions such as skill reallocation, overtime, VTO/VOL, and schedule adjustments
• Act as the primary point of contact for Operations, WFM, and stakeholders during intraday performance issues
• Ensure accurate real-time adherence tracking and timely communication of deviations to leadership
• Analyze intraday trends and provide alerts, forecasts, and recommendations to optimize performance
• Maintain high data accuracy and governance across real-time dashboards and MIS reports
• Support root cause analysis for SLA misses and drive continuous improvement initiatives
• Prepare and share intraday, EOD, and performance summary reports with actionable insights
• Drive process improvements, standard operating procedures, and best practices within the RTA function

Responsibilities

• Manage, maintain, and continuously enhance MIS and performance reporting requirements for the campaign. Design and deliver dashboards, scorecards, and presentation decks for business reviews and leadership meetings. 
• Automate recurring reports using basic automation techniques to improve efficiency and accuracy. 
• Perform basic data analysis, identify trends and gaps, and provide actionable recommendations to improve KPIs. 
• Ensure data integrity, consistency, and timely delivery of reports across stakeholders. 
• Communicate insights, risks, and performance updates effectively to internal and external customers. 
• Partner with Operations, WFM, and clients to support data-driven decision-making.

Qualifications

• Very proficient with Microsoft Excel.
• Ability to scrub, dissect and visualize data; create customized reports.
• Power Platform -Power Automate and Power BI
• Office 365 – MS Office, Forms, SharePoint.
• Experience on different telephony and WFM platforms.
• 2+ year of analysis and reporting experience.
• Team Management.
• Data visualization and storytelling.
• Any amount of experience in programming (VBA or SQL) is a plus.

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Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

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.