Executive-Voice-Customer Service at EXL Talent Acquisition Team

, , South Africa -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

0.0

Posted On

12 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Focus, Call Quality, Compliance, Collections Performance, Empathy, Problem Solving, Attention To Detail, Adaptability, Computer Literacy, English Language Articulation, Data Analytics, Digital Operations, AI-Led Approach, Inbound Calls, Outbound Calls

Industry

Business Consulting and Services

Description

Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer’s energy account back on track Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer Take ownership of customer issues and work hard to find solutions You’ll need to be adaptable switching between inbound or outbound customers depending on business needs Ensure all tasks are completed to a high standard with attention to detail Any other tasks as deemed required by their Line Manager Ensure that the calls are handled as per Desktop procedures Ensure that the assigned targets in accordance with SLA and any internal standards are met Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards Maintain and provide the relevant process reports in a timely manner Ensure adherence to established attendance schedules Minimum Requirements: SA Citizen Grade 12 (Mandatory) 6 months call centre experience Soft skills & Telecommunications Experience (Advantageous) Computer Literacy (MS Office, Social Media, Online, Navigation) Good articulation of the English language (Spoken and Written) 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. 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 demonstrating strong customer focus to achieve fair outcomes, secure payments, and get energy accounts back on track while meeting collections performance metrics and compliance standards. Responsibilities include assessing customer circumstances, utilizing support services, taking ownership of issues, and handling both inbound and outbound customer interactions.