Voice-Customer Service
EXL South Africa · Cape Town, Western Cape
Stop applying one at a time.
JobAlertsZA auto-applies to South African jobs like this one for you, overnight. Upload your CV once — we do the applying.
Start free — we apply for you →Job Description
Requirements
- Grade 12 Mandatory
- 6+ Months Call Centre experience
- Great articulation of the English language spoken and written
- Clear criminal and credit record
Description
- Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
- Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
- Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
- Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
- Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
- 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.
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
- Computer Literacy MS Office, Excel, Social Media, Online, Navigation
- Good articulation of the English language Spoken and Written
- SA Citizen
- Grade 12 Mandatory