Voice-Customer Service
EXL South Africa · Cape Town, Western Cape
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- The successful candidate will be working within the Collections Team. They will be responsible for making outbound calls and taking inbound collections calls. They will be dealing with a range of customers in arrears, from the most vulnerable to challenging customers that don't want to pay.
- They will work towards being fully compliant, arrange successful payment plans and look to drive a positive customer experience to ensure that you're delivering the right options and outcomes for both BG and their customers
Responsibilities
Key Responsibilities
Responsibilities are not limited to the enclosed
- Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer's energy account back on track
- Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
- Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
- Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer
- Take ownership of customer issues and work hard to find solutions
- You'll need to be adaptable switching between inbound or outbound customers depending on business needs
- Ensure all tasks are completed to a high standard with attention to detail
- 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
Qualifications
Minimum Requirements
- Grade 12 Mandatory
- 6-12 months call centre experience
- Soft skills & Telecommunications Experience Advantageous
- Computer Literacy MS Office, Social Media, Online, Navigation
- Good articulation of the English language Spoken and Written