Customer Service Roles at EXL South Africa

Job Description

• In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage.
• Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency.
• You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Supporting customers across the wider business. 
• Provide world class customer service to both new and existing customers. 
• Provide Sales support to customers. 
• Continual learning of products/services. 
• Promote and sell products to new and existing customers 
• 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 organisation and provide trustworthy customer service 
• Identify and understand customer needs in order to provide a consistently high-quality service   
• 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

Qualifications

Minimum Experience: 

• Grade 12 (Mandatory)
• CEF – minimum CEF level B2-8
• 6 months customer service experience  
• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multitask, prioritize and manage daily work activities

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Job Description

• Become a key member of our vibrant team as a Customer Service Representative, acting as the main point of contact for policyholders in a lively contact centre. Your duties will encompass processing billing transactions, assisting with inquiries, policy changes/updates and providing technical support through both calls and web chat with professionalism and precision.
• With excellent communication and organizational skills, you'll deliver outstanding service experiences while fostering a cohesive team environment. If you are committed to excellence and eager to succeed in a structured operations setting, this role is ideal for you. Apply now to embark on a rewarding career journey with us. 

Responsibilities

Key Responsibilities  

Responsibilities are not limited to the enclosed  

• Supporting customers across the wider business.  
• Provide world class customer service to both new and existing customers.  
• Provide Sales support to customers.  
• Continual learning of products/services.  
• Promote and sell products to new and existing customers  
• 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 organisation and provide trustworthy customer service  

Qualifications

Minimum Requirements:  

• SA Citizen  
• Grade 12 (Mandatory) 
• CEF – minimum CEF level B2 –8  
• Written B1-6 
• Soft skills & Telecommunications

Experience (Advantageous)

• Computer Literacy (MS Office, Social Media, Online, Navigation)  
• Good articulation of the English language (Spoken and Written)  
• 12 months BPO experience
• Some post High School education preferred 
• Excellent telephone etiquette and service delivery skills 
• In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets