Website EXL South Africa
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into … read moreinsights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.
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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