Job Description

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• To ensure customer appointments are booked inline with business and customer expectation, overcoming objections and ensuring these are resolved to a conclusion.
• Support the other departments in dealing with customer queries regarding scheduling.
• Manage and understand the expectations of the customer and to ensure service lines are adhered to.

Responsibilities:

• Ensure all work is completed within customer SLA's and internally agreed targets.
• Work closely with the Field workers to ensure the balance between quality and quantity of work is achieved in the most efficient way.
• Proactively resolve issues for the company and the customer to ensure outstanding work is within agreed targets.
• Provide support to your colleagues on complex queries by sharing skills and knowledge.
• Collaborating closely with other teams to ensure that IMServ customers receive a high-quality service and that both internal and external service levels are met.
• Meet individual and team objectives.
• Produce and update procedural documentation to support new and amended services.
• Document and assist in the resolution of customer complaints, escalating where necessary.
• Involvement in the planning and deployment of new services and system enhancements, ensuring that supporting documentation is created in line with the contractual agreement.
• Take full ownership of issues, and to ensure timely, effective resolution.
• Prioritise and manage your workload to team and industry timescales.
• Identify own development needs and create a development plan.
• Achieve Sustainable Results
• Focus on Customer

Qualifications:Knowledge (experience, qualifications, IT Literacy / packages, commercial awareness)

• Proficient level of written and spoken English
• Proficient level of Microsoft office packages (Excel, Word, etc)
• An elevated level of computer and system literacy (able to use multiple systems to complete a process)
• Previous customer service experience / experience in a contact centre
• Ideally experience making outbound calls or handling calls
• Experience of working within a target-based environment

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.