Vacant Jobs at EXL South Africa

Job Description

• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

Responsibilities

Responsibilities are not limited to the enclosed 

• 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

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6+ months call centre experience 
• Computer Literacy (MS Office, Excel, 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.  

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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

Responsibilities are not limited to the enclosed 

• Interact with motor insurance customers through chat / telephony channel to address customer needs and queries               
• Assist with customer policy change requests ensuring their needs are met and their journey is slick and efficient                   
• Deliver high standards of product knowledge and service to ensure customer-centric values are achieved                   
• Meet all assigned targets in accordance with the prescribed SLA and internal standards
• Ensure that the quality of each transaction complies with the predefined parameters, as defined by Process Excellence                           
• Deliver a seamless customer experience explaining policy principles in a jargon-free way, building customer understanding of the protection they have to ensure peace of mind
• Identify areas of self-development and work with leader and team mates to achieve set goals
• Ensure adherence to the established attendance schedules       

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 12 month customer service experience
• Soft skills & Telecommunications experience
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 
• 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

• Promote compliance with accreditation, licensing, and regulatory standards.
• Basic Function

Essential Functions

• Responsible for review and delivery of all compliance activities as designed.
• Partner with other line compliance functions along with compliance reporting team for updates and changes
• Act as a bridge between Line compliance execution team, Reporting team and function leadership 
• Innovating and improving the existing process to flush the inherent risk for the function.
• Managing the Compliance team and drive strong Org culture to ensure completion of deliverables.
• Participating in the design, development and delivery of best-in-class Compliance programs, policies and practices.
• Analyzing comparative data and preparing regional and global reports related to compliance risk assessments and monitoring of compliance related issues. 
• Mentor and guide team on all aspects of Compliance/Audit/Risk and govern trainings to enhance skillset for the role.
• Investigating and assisting in responses to compliance risk issues. Investigating regulatory inquiries, preparing required documentation, making recommendations to senior management/clients on how to proceed, and preparing responses for the regulatory inquiries.
• Coordination with audit teams for issue closure, action plan status and audit exits.
• Proactively identify issues and reports the same as Self-Identified Audit Issues (SIAI) to Corporate Audit.
• Understanding of critical regulatory requirements of banking and insurance for UK,US 
• Ownership of all documents and maintenance as per policy requirements
• Interacting and working with other areas within the organization, as necessary.
• Keeping abreast of  internal policy changes in order to further identify new key risk areas.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders/clients and /or other team members.
• Additional duties as assigned.
• Primary Internal Interactions
• ISG/HR/LIFE/Corporate Compliance/Corporate Audit team/Finance at all levels 
• Ownership of all compliance activities, reporting and audit closures
• Primary External Interactions
• Client/Auditors
• Technical Skills    
• Excellent presentation skills
• Analytical Abilities
• Process Specific Skills   
• In depth knowledge and understanding of Compliance/Risk and importance of audits, Local laws and regulations
• Good knowledge of Compliance/certification related standards like PCI, SSAE18, Statutory Audits, ISO 9001, ISO 27001 etc.

Responsibilities

• Monitor changes in laws and regulations and ensure timely updates to organization leaders.
• Support updates to organizational practices, as needed. Liaise with accrediting and regulatory bodies.
• Provide guidance and support to senior leaders and teams on healthcare compliance matters )
• Complete related audits

Qualifications

• Bachelor's/Master's in any stream 
• At least 10-15 years of relevant working experience in BPO / ITES industry, preferably in specialized role (Audit/Risk/Compliance)

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Job Description

• The Service Desk Team Lead plays a critical role in establishing and maturing the Service Management capability within Shared Services. This includes the creation and operationalization of the Service Management layer, ensuring structured triage, end-to-end service request efficiency, complex problem resolution, and consistent SLA achievement across all service towers.
• The role drives the design and governance of Service Management processes, tools, reporting structures, and operational insights to enhance customer-facing services. It ensures first-point-of-contact resolution capability is strengthened while overseeing escalations, root cause investigations, and continuous service improvement initiatives.
• The incumbent will work closely with business, technical, and third-party stakeholders to build strong partnerships, improve service performance, and implement a clear roadmap for the evolution of the Service Management function. This role requires strong leadership, operational governance expertise, vendor management capability, and a customer-centric mindset.

Responsibilities

Service Management Implementation

• Establish and operate the Service Desk Team layer across Shared Services.
• Design, implement, and govern Service Management processes, tools, and reporting frameworks.
• Optimize first-line triage, request management efficiency, and SLA performance across service towers.
• Build capability to improve first-contact resolution of customer requests and escalations.
• Develop operational insights and implement tactical and strategic Service Improvement Plans.
• Drive continuous improvement through structured problem management processes.
• Build and execute a Service Desk Team roadmap with clear milestones and measurable outcomes.
• Ensure service quality aligns with release and deployment governance standards.
• Establish strong stakeholder engagement and communication channels across all levels and third-party providers.

Service Management Operations

• Accountable for end-to-end service delivery across inbound triage and front-line support channels.
• Oversee resolution of service requests, escalations, and operational incidents within agreed SLAs.
• Act as escalation point for complex issues beyond the standard support model.
• Lead root cause investigations for service failures and implement corrective actions.
• Oversee daily service operations to ensure consistent, high-quality customer experience.
• Maintain and continuously enhance Service Management capability and maturity.

Qualifications

Education:

• Relevant degree or diploma in Information Technology, Business Management, or related field (preferred).
• ITIL certification or equivalent Service Management certification (advantageous).

Experience:

• Minimum of 2 years’ experience in a Service Desk Team Lead role.
• Experience in Shared Services or large enterprise operational environments preferred.
• Experience in vendor management and service governance strongly advantageous.

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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 preferably in a customer service/ call centre 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.