Job Description

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Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
Accurate data entry into systems and maintaining thorough records.
Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
Identifying opportunities for process and service improvements and discussing these openly with your manager.
Responsibilities:
Experience making outbound calls or handling calls for UK clients
Proficient level of written and spoken English
Active listening skills
Assertive, empathetic, professional & courteous
Ability to empathize with the customer
Prioritizing customer needs
Good problem solving, reasoning and analytical skills
Negotiation and influencing skills
Qualifications:

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation
• Adaptability
• Listening and comprehension skills
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
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 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.

Skills Required