Job Description

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Purpose of this Role
Become a key member of our vibrant team as a Customer Service Representative, acting as the main point of contact for policyholders in a lively contact centre. Your duties will encompass processing billing transactions, assisting with inquiries, policy changes/updates and providing technical support through both calls and web chat with professionalism and precision. With excellent communication and organizational skills, you'll deliver outstanding service experiences while fostering a cohesive team environment. If you are committed to excellence and eager to succeed in a structured operations setting, this role is ideal for you. Apply now to embark on a rewarding career journey with us.
Responsibilities:

• Supporting customers across the wider business.

• Provide world class customer service to both new and existing customers.

• Provide Sales support to customers.

• Continual learning of products/services.

• Promote and sell products to new and existing customers

• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence

• Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance)

• Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service

• Identify and understand customer needs in order to provide a consistently high-quality service

• Escalate any queries, complaints to the relevant business units to ensure they are handled and resolved in a timely and professional manner

• Increase customer retention, loyalty and build a credible reputation

• Comprehend and adhere to the company and department standards, policies and procedures

• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards

• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction

Qualifications:

• SA Citizen

• Grade 12 (Mandatory) or N4 qualification

• CEF - minimum CEF level B2 -8

• Written B1-6

• Soft skills & Telecommunications Experience (Advantageous)

• Computer Literacy (MS Office, Social Media, Online, Navigation)

• Good articulation of the English language (Spoken and Written)

• Experience of up to 1 year, preferably in a Contact Centre 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.

• 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"
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