Jobs 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

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Responsibilities

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Qualifications

• Good computer navigation skills
• Typing speed of 30 Words per Minute with 95% Accuracy 
• Well versed with basic functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work and collaborate effectively with internal customer
• Preferred knowledge of medical terminology
• Preferred ability to make sound decisions under the direction of Supervisor
• Preferred ability to analyze and resolve problems with minimal supervision
• Ability to navigate multiple systems and applications 
• Ability to produce high quality outcomes in a highly productive environment.
• Ability to make sound judgments based on available information.
• Excellent written and oral communication skills 
• Strong critical thinking skills and attention to detail
• Experience in using email and Web-enabled applications

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Job Description

• Role primarily involves managing inbound calls from policy holders for notification of loss, checking policy cover, providing correct information, instructing suppliers and updating the system. 
• Focus on customer service, empathy and first-time resolution is paramount; while ensuring answer rate is maintained and call statistics (hold time/wrap time/talk-time) are as required.

Responsibilities

Key Responsibilities 

Responsibilities are not limited to the enclosed 

Essential Functions

• Assist customers that are calling to make payments. 
• Assist customers by transferring misrouted calls to the correct department. 
• Assist customer with making billing information. 
• Update payment and billing information.
• Track and locate payments. 
• Advising customers on how to save on billing fees. 
• Promote self-serve and paperless options for the customers.
• Assist customers with trouble shooting for online self-service portal.
• Liaise with other departments to verify updates on the customers’ behalf.
• Ensure that calls are answered per standard procedures. 
• Ensure that the assigned calls per Hour target/ answer rate is met in accordance with SLA 
• Ensure that the quality of the transactions follows predefined parameters. 
• Ensure accuracy of reserves and record keeping 
• Ensure adherence to Company Policies and Procedures
• Making telephone calls to gather additional information. 
• Focus on customer satisfaction, empathy, rapport building, effective communication and timely resolution of customer concerns. 
• Any other essential function that may occur from time to time as directed by the Supervisor.

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• Desired insurance experience will be added advantage

Minimum experience required

• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL. 
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.   

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Job Description

• EXL Service is seeking an AI Adoption Lead to drive enterprise AI adoption and rapid AI solution development across operations. The role focuses on leveraging Microsoft Copilot, SharePoint, and the Microsoft 365 ecosystem to enable productivity improvements, workflow automation, and intelligent knowledge management across delivery teams.
• The role will act as a regional AI champion responsible for identifying high-impact use cases, building quick AI solutions and prototypes, and driving adoption of AI tools within business operations such as analytics delivery, contact center operations, and shared services.

Responsibilities

AI Solution Development & Rapid Prototyping:

• Design and develop rapid AI productivity solutions using Microsoft Copilot, SharePoint, Microsoft Teams, and the Microsoft 365 ecosystem.
• Awareness of new Generation AI capability tools such as Claude CoWork, Gemini, Anthropic, Perplexity 
• Build quick AI assistants, copilots, and workflow automation tools that support operational teams.
• Develop prompt libraries, Copilot extensions, and reusable AI solution templates for business teams.
• Create lightweight AI prototypes and proof-of-concepts to validate business use cases quickly.
• Use Power Platform tools (Power Automate, Power Apps) to automate manual operational processes.
• Develop knowledge copilots and AI search assistants using SharePoint knowledge bases.
• Integrate AI tools with enterprise platforms such as CRM systems, service management platforms, and internal data repositories.

AI Adoption & Evangelization:

• Act as an AI evangelist to promote adoption of Copilot and AI productivity solutions.
• Conduct AI awareness sessions, workshops, and training programs for operations teams.
• Work with business leaders to embed AI tools into daily workflows and operational processes.
• Support change management initiatives to ensure successful adoption of AI-driven solutions.

Business Process Understanding & AI Opportunity Identification:

• Collaborate with business stakeholders to understand key operational workflows across EXL operations.
• Identify opportunities where AI can improve productivity, automate manual work, and enhance decision support.
• Translate business problems into scalable AI use cases and solution concepts.
• Support operational transformation initiatives using AI-enabled productivity tools.

AI Program Management & Governance:

Drive AI adoption initiatives.

• Track key adoption metrics including usage, productivity gains, and business impact.
• Collaborate with IT, security, and governance teams to ensure responsible AI usage and compliance.
• Develop reporting dashboards to track AI adoption and communicate value to leadership.

Qualifications

Required Skills & Experience:

• Hands-on experience with Microsoft 365 ecosystem including Copilot, SharePoint, Microsoft Teams, and Power Platform.
• Experience building AI productivity tools, workflow automations, or knowledge management solutions.
• Understanding of Generative AI applications in enterprise environments.
• Strong business process understanding across BPO, operations, or shared services environments.
• Ability to translate business needs into practical AI solutions.
• Strong communication skills with ability to evangelize new technologies.

Required Skills & Experience:

• Hands-on experience with Microsoft 365 ecosystem including Copilot, SharePoint, Microsoft Teams, and Power Platform.
• Experience building AI productivity tools, workflow automations, or knowledge management solutions.
• Understanding of Generative AI applications in enterprise environments.
• Strong business process understanding across BPO, operations, or shared services environments.
• Ability to translate business needs into practical AI solutions.
• Strong communication skills with ability to evangelize new technologies.

Preferred Qualifications:

• Experience with Microsoft Copilot Studio, Azure AI services, and prompt engineering.
• Exposure to enterprise AI copilots, chatbots, or GenAI-powered applications.
• Experience supporting digital transformation or automation initiatives.
• Knowledge of responsible AI governance and enterprise security practices.

Success Metrics:

• Adoption of Copilot and AI tools across delivery teams.
• Number of AI use cases implemented and scaled.
• Operational productivity improvements achieved through AI.
• Business value and efficiency improvements from AI-enabled solutions.
• Must be credit & criminal clear. 
• Must have Matric/ Grade 12.