Voice-Customer Service
EXL South Africa
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- 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.
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