Current Jobs at EXL South Africa

Job Description

• As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market leading customer service/experience to increase the profitability of the business and remaining committed to treating our customers fairly and ensuring continuous delivery of customer service excellence.
• In this role you will be responsible for completing interactions with our customers by resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.
• You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.

Responsibilities

• Supporting customers across the wider business. 
• Provide world class customer service to both new and existing customers. 
• Continual learning of products/services. 
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence 
• Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance) 
• Deliver accurate information on products and services to ensure consistency across the organization and provide trustworthy customer service 
• Identify and understand customer needs service in order to provide a consistently high-quality 
• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner 
• Increase customer retention, loyalty and build a credible reputation
• Comprehend and adhere to the company and department standards, policies and procedures
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards 
• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction 
• Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives 

Qualifications

• SA Citizen 
• Grade 12 (Mandatory) 
• 6+ Months Customer Service experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• Smart Phone compatible with Microsoft Authenticator App 

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Job Description

• The candidate will lead the Quality Excellence Insurance for our Australian vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of UK P&C areas and have quality control and assurance related improvements and performance.
• Manage a team of Managers, Lead Assistant Managers, Assistant Managers within the Australian vertical within Quality Excellence.

Responsibilities

• Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience. 
• Analyze business processes and assist in identifying problems and mitigating plans for quality improvement. 
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
• Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements. 
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical

Qualifications

• Graduate in any stream with a minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 2+ years of experience as a Manager in Quality excellence with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
• Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution
• UK Insurance domain experience is highly preferred
• Exposure to multiple client environments
• Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders
• Evidence of problem solving analytical mindset and comfort with business ambiguity
• Excellent oral communication and presentation skills
• Superior written communication skills 

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Job Description

• Support with Member queries for Healthcare Client

Responsibilities

• Support with Member queries for Healthcare Client

Qualifications

• 6 month Call Centre and Grade 12 Pass