Customer Care Roles at EXL South Africa

Job Description

Requirements:

• 6 month's+ Collections or Call Center Experience.
• Grade 12
• Credit and Criminal Clear

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

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Job Description

• Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact center.
• With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment. If you're ready to excel in a structured operations setting, apply now for this rewarding opportunity.

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.