Job Description

Job Category: Customer Service
:
Purpose of this Role
Performs a variety of customer service functions within the Enterprise Contact Center for insureds, agents, and claimants answering a wide variety of incoming telephone calls. Calls range from general inquiries, support for claim medical providers and auto body shops and Policyholders looking for guidance and assistance as it relates to payments, consumer web etc. Meets established goals and
objectives via telephone and/or electronic means providing a superior customer experience. Provides highest quality, caring service by following established service levels and procedures for functions performed. Establishes and maintains effective relationships with customers on behalf of the company in a customer centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all customer requirements are completely met.
Responsibilities:
Key Responsibilities

• Responsibilities are not limited to the enclosed

• Handle calls related to Auto property damage claims, Billing and General Inquiries

• Update all the information obtained - including documenting all actions taken - in the claims system

• Deliver customer satisfaction while focusing on rapport building, effective communication, & the timely resolution of the insured's concerns in an empathetic and efficient manner

• 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

• Ensure adherence to the established attendance schedules

Qualifications:
Minimum Requirements:

• SA Citizen

• Grade 12 (Mandatory)

• CEF - minimum CEF Level B2 - 8

• Typing accuracy - 35 WPM with 90% accuracy

• Desired insurance experience will be added advantage

• Minimum 6 months of international Contact Center experience

• Soft skills & Telecommunications Experience (Advantageous)

• Computer Literacy (MS Office, 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.
• "In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"

Skills Required