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EXL South Africa
Customer Care Voice-InboundEXL South Africa • Cape Town, ZA
Customer Care Voice-Inbound

Customer Care Voice-Inbound

EXL South Africa • Cape Town, ZA
19 days ago
Job description

Job Description

Key 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

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)
  • Excellent telephone etiquette and service delivery skills
  • Strong communication skills and effective listening abilities

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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Customer Care Voice-Inbound • Cape Town, ZA

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