Back-End/ Data Entry -Complex Transaction Processing

EXL South Africa · Cape Town, Western Cape

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Job Description

As a member of a highly skilled and motivated team, you will communicate with customers to identify specific needs, whilst delivering a market leading customer service/experience to increase the profitability of the business and remaining committed to treating our customers fairly and ensuring continuous delivery of customer service excellence.
In this role you will be responsible for completing interactions with our customers by resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution.
You will be focusing on troubleshooting technical challenges, general customer support, and offering new products and services where relevant to our customers.

Responsibilities

Supporting customers across the wider business.
Provide world class customer service to both new and existing customers.
Continual learning of products/services.
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 organization and provide trustworthy customer service
Identify and understand customer needs service in order to provide a consistently high-quality
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
Achieve and deliver effective level of personal work, activities and high level of performance to meet individually set objectives

Qualifications