Customer Care Voice-Collections
EXL South Africa · Cape Town, Western Cape
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Requirements
- 6 month's+ Collections or Call Center Experience.
- Grade 12
- Credit and Criminal Clear
Description
- Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries.
- Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics
- You'll need to be adaptable switching between inbound or outbound customers depending on business needs
- Any other tasks as deemed required by their Line Manager
- Ensure that the calls are handled as per Desktop procedures
- Ensure that the assigned targets in accordance with SLA and any internal standards are met
- Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
- Maintain and provide the relevant process reports in a timely manner
- Ensure adherence to established attendance schedules
Responsibilities
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional & courteous
- experience making outbound calls or handling calls for UK clients
- 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
- Basic knowledge of computers
- Preferably good typing speed and accurate system updating
Qualifications
- Active listening skills
- Assertive, empathetic, professional & courteous
- experience making outbound calls or handling calls for UK clients
- 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
- Basic knowledge of computers
- Preferably good typing speed and accurate system updatingrience making outbound calls or handling calls for UK clients