Job Vacancies at EXL South Africa

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.

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Job Description

• Responsible for managing the full cycle of the recruitment process, ensuring the company attracts and hires the best talent. This role involves collaborating with hiring managers to define job requirements, sourcing candidates, conducting interviews, and ensuring a smooth onboarding process.
• The Talent Acquisition Specialist also plays a key role in employer branding and improving recruitment strategies to meet business needs.

Requirements :

• Passed Grade 12
• 6+ months administration experience and/or 
• 6+ months recruitment experience 

Responsibilities

Essential Functions

• Job Analysis & Strategy: Collaborate with hiring managers to define job specifications and ensuring alignment of the job role requirements
• Sourcing Candidates: Use job boards, social media, referral drives, and headhunting to find potential candidates.
• Screening & Interviewing: Review resumes, pre-screening interviews, and assessing candidate’s competency via an assessment tool
• Coordinating Interviews: Schedule and manage interviews between candidates and hiring teams.
• Offer Negotiation: Facilitate discussions around salary, benefits, and start dates.
• Ad hoc & Compliance task: 100% compliance on all finalized candidates before offer is extended, 

Qualifications

• Minimum 6 months 360 recruitment experience
• Experience in a Consultancy or BPO industry will be advantageous
• Grade 12 – minimum requirement
• Graduate with a diploma in related field or Postgraduate with specialization in Human Resources will be advantageous

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Job Description

• The candidate will lead the Quality Excellence Insurance 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 Manager/Sr. Manager, LAM, AM within the vertical

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 streaGraduate in any stream Minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 3+ years of direct team management experience 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 executionm Minimum 1 year in the current role/assignment, preferable with support/leadership role

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Job Description

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.

Responsibilities

• Experience making outbound calls or handling calls for UK clients
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous 
• Ability to empathize with the customer
• Prioritizing customer needs 
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills

Qualifications

• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
• Good articulation of the English language (Spoken and Written)
• SA Citizen
• Grade 12 (Mandatory)

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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