Coordinator-Customer Care Voice-Inbound at EXL Talent Acquisition Team

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

28 May, 26

Salary

0.0

Posted On

27 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Enquiries, Telephone Communication, Compliance, Regulatory Standards, Empathy, Emotional Intelligence, Payment Negotiation, Debt Advice Signposting, Digital Self-Service Promotion, Complaint Resolution, First Contact Resolution, Diagnostics, Data Entry, Process Improvement, Computer Literacy, English Language Articulation

Industry

Business Consulting and Services

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. EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com [http://www.exlservice.com/]. EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

Responsibilities

The role involves handling inbound customer inquiries via telephone, focusing on providing excellent service while ensuring compliance and resolving issues efficiently, often aiming for first-contact resolution. Responsibilities also include promoting digital self-service options, running basic diagnostics, accurate data entry, and identifying opportunities for process improvements.