- Receive inbound calls from policyholders in a contact centre environment.
- Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
- Accurately interpret and verify billing transactions.
- Respond to simple as well as complex billing inquiries from policyholders.
- Provide policyholders with technical support on the client systems.
- Follow up with policyholders on outstanding items in a timely manner.
- Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
- Perform other duties as needed.
- Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service
- Identify and understand customer needs in order to provide a consistently high-quality service
- 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
- Identify and contribute to self-development to enhance individual and departmental performances within client/company procedures and policies
- To actively support through own knowledge or by recognising the need for specialist support in the areas of legal and regulatory compliance to meet best practise and company policy
- Take ownership of self-development to help drive personnel
- Adhere to HR policies and procedures as set out in individual contract and staff handbook
- Drive revenue generation capability to increase revenue for Clients
- Being the ‘Customer Champion’ you will challenge existing process/systems that stand in the way of driving customer delight, by placing our customers at the heart of everything that we do
- Using call centre systems competently to keep both customers’ accounts and own records accurately updated
- Acts as a mentor to support and develop less experienced colleagues.
- Acts as an ambassador, living the EXL Values daily
- Receive inbound calls from policyholders in a contact center environment.
- Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
- Accurately interpret and verify billing transactions.
- Respond to simple as well as complex billing inquiries from policyholders.
- Provide policyholders with technical support on the client systems.
- Follow up with policyholders on outstanding items in a timely manner.
- Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
- Perform other duties as needed.
- SA Citizen
- Grade 12 (Mandatory)
- 9-12 months consecutive international contact centre
- Soft skills & Claim processing Experience essential
- Computer Literacy (MS Office, Social Media, Online, Navigation)
- Good articulation of the English language (Spoken and Written)
- Some post High School education preferred
- Excellent telephone etiquette and service delivery skills
- Strong communication skills and effective listening abilities
- Effective organizational and time-management techniques
- Exhibit patience and a positive outlook when working with policyholders
- Contribute to an environment of accountability, collaboration and teamwork
- Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
- Able to commit to the entirety of the training program and work within a structured operation environment
- As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL.
EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.