Job Description

:Your role - where you fit in

• Our people are our biggest asset - much like our customers, you're the pinnacle of our business.
• You help us put our customers at the heart of everything we do, and we want this to be the same for you too.
• We want to make a fundamental difference to our customers, and we really mean a difference - we want you to treat our customers exactly how you would want to be treated, no if's or buts - it's down to you and us to make that possible. We'll trust you to make great decisions each day without endless approvals.
• Taking full responsibility to deliver end to end customer service, being trained in all areas of key customer journeys, so that no query phases you, you're able to help with any problem.
• You'll have the ownership and freedom to help our customers in a way you'd also want to be helped, letting nothing stand in your way to work things through with them and figure out the best possible outcome.
• As the face (virtually speaking ), to our customers you'll treat them with kindness, positivity and openness.
• Living and breathing our core values - human, positive and brave, with our customers and your colleagues, egos are left at the door!
• You'll take customer contact in various forms - phone and digitally, listening intently and helping to resolve their queries.
• You'll work seamlessly as part of a high performing team and may get the opportunity to support teammates or your manager with specific queries or activities helping the team deliver amazing service.
• Every day we learn something new; you'll be proactive in spotting areas we can make our customer experience even greater and suggest solutions and improvements to help us achieve this.

Responsibilities:What do you need to be great at this role?

• Be passionate about the energy industry, you want to make a difference - not only are you passionate, you're enthusiastic and inspiring!
• You'll also have passion in abundance for creating and delivering great customer experience and value, working with amazing colleagues who're equally determined and enthusiastic.
• Be Human, Positive and Brave, demonstrating alignment with our core values; whilst working in a fast paced, ever-changing industry and environment.
• You'll be comfortable dealing with ambiguity, meeting new problems and challenges whilst delivering awesome solutions and results.
• We want you to ask questions, shape change, be creative and share your ideas - we're 100% listening!
• You're obsessive about continuous learning and have a desire to learn new things; and achieve greater things!
• You'll be a team player, fully approachable, supporting and helping each other.
• You'll be inclusive and live by our vision 'everyone's welcome' - we want to continue building our brilliantly inclusive culture and celebrating what makes our people wonderfully diverse and unique.

Skills
Technical Skills Basic knowledge of computers

• Phone call/master handling skills

Process Specific Skills Knowledge about UK Utilities industry (preferred)

• Knowledge about UK culture

Soft skills (Desired) Attention to details

• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making
• Listening, patience and action oriented
• Assertive, empathetic, professional, influential and a great negotiator

Soft Skills (Minimum) Ability to communicate correctly and clearly

• Strong customer service focus
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner

Education Requirements

• Minimum qualification of Grade 12/Matric

Work Experience Requirements

• 12+ Months of contact Centre (Call taking exp)
• CEF - minimum CEF Level B2 - 8
• Typing accuracy - 28 WPM with 90% accuracy

Desirable:

• UK Utilities experience contact center experience will be an added advantage

About Us: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 55,000 employees spanning six continents. For more information, visit www.exlservice.com.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 .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.

EXL Service